Our current view of the service
Updated
11 February 2025
Date of inspection: 10 April to 7 May 2025. We inspected the service due to concerns around recruitment and leadership of the service.
People were supported by kind and caring staff who understood how to keep them safe. Staff knew how to recognise potential abuse. The management promoted openness and transparency placing the people at the centre of everything. People, relatives and staff felt comfortable speaking up and provided examples of where they had.
Systems were in place to monitor the quality and safety of care. Some of these were relatively new and being embedded into regular practice. They were identifying concerns and putting things in place to rectify them. Alert systems were in place to create oversight for people’s daily care. Management regularly checked the alert systems and took action when required.
Systems were in place to safely recruit staff and ensure they had received enough training. Staff from overseas were supported to settle and learn about the new cultures and ways of working in this country. Staff were observed by the management when delivering support and received regular supervisions to ensure people received safe, high-quality care.
Staff told us the training available met their needs. However, one staff member felt training could be improved. Although, no concerns were raised by people, or their relatives and no impact was found.
Equity and diversity were considered throughout the organisation. The registered manager promoted staff development and reflective practice.
People's experience of the service
Updated
11 February 2025
People and relatives were positive about the care and support they received from staff. Comments included, “[Staff] are just so professional, and they do what is necessary and a bit more sometimes. They are extremely supportive and allow me to be independent and do what I can do, and help me with what I can’t manage”, “I think because she is familiar with the faces, sees the same rota of people on a regular basis who have built up a good rapport. The regularity of the visits and also a calm approach to working through quite difficult situations” and, “I am happy with my carer I get on with her. She turns up on time and if she is going to be late, she will phone and let me know.”
People and relatives confirmed when concerns were raised action was taken to rectify the situation. One person gave an example, “They sent a man once and I rang the office to tell them I did not want a man”. The person told us they reported this to the office and a male carer was never sent again. Another relative explained a situation where a staff member did not report they were unwell. To rectify it the management sent someone to check on her relative and were very apologetic.
People and relatives were positive about an on-call system when anything came up during visits. This included an out of hours duty system. One person said, “They have empathy and understanding. I can ring them and have a conversation with them. They are responsive, and things are handled well.”
Staff were receiving observations regularly to ensure safe and quality care was delivered. Comments from people and relatives included, “…We have had people come out with the carer to have a chat, see what they are doing” and, “… [The care manager] does spot checks on the carers so they have seen how they get me in the chair in the morning.”
People and relatives were positive about the management of the service. Comments included, “When we first started [the registered manager] came and had a word and since then she has been a couple of times. She has been very helpful and has notified us to comment and say anything we want to say” and, “I have met [registered manager]. She is lovely, very understanding and when she says she is going to do something she actually does it.”
Some people and relatives confirmed they had been requested to complete questionnaires and surveys to ask for their feedback. Although, others had no recollection of this happening to gather their views.