The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Mears Care - Welwyn Garden City

24-28 Hyde Way, Welwyn Garden City, AL7 3UQ (01707) 294700

Provided and run by:
Cera Care Operations Limited

All Inspections

27 January 2014

During a routine inspection

During our inspection of the service on 27 January 2014, we saw that steps had been taken to identify and act on the wishes of people who used the service. Most people who used the service told us they had been involved in decisions made about the levels of care and support they received.

We looked at records which showed that people's care and support needs had been assessed, documented and reviewed. They were personalised and gave staff clear guidance on how to meet people's individual requirements. One person told us, 'My two present carers are always very patient, show interest in me as a person and take a pride in their job.'

Records showed that effective recruitment procedures were in place to ensure that staff were fit, able and properly trained to meet people's needs. This included carrying out appropriate checks before staff began work.

We looked at records which showed that systems were in place to identify and manage risks and to regularly assess and monitor the quality of services provided. A complaints policy and procedure had been put in place and we saw that feedback had been regularly sought and obtained from people who used the service.

9, 23 October 2012

During a routine inspection

We spoke with ten people who use the service, either by phone or with a visit to their home. Everyone we spoke with said that their regular care workers were very good. One person said, 'My regular care worker knows all about me.' Another person told us, 'They are really charming and good girls. I'm not embarrassed about stripping off in front of them to have a shower. They will do anything for you.' However some people said that there were too many changes. One person told us, 'The regular care workers are very good and are always on time. But if there is a change for any reason they may arrive too early in the evening, or sometimes very late in the morning.'

People said that they were able to raise any concerns with the agency. We saw evidence that a visiting officer visited everyone regularly to discuss their care and any changes that were needed.

Care plans were clearly written with concise details of the assistance that each person needed. The people we spoke with said that the care plans provided appropriate information on their needs. Care workers told us that the care plans provided clear information so that they knew how to meet people's needs.