All inspections: Direct Health (Barnsley)

This inspection included checking that improvements had been made to the recording and investigation into people's complaints, so that complaints were resolved to the satisfaction of that person where possible, as the provider was non compliant in this area following our inspection on 14 January 2013. The provider was compliant.

People's privacy, dignity and independence were respected. People's views and experiences were taken into account in the way the service was provided and delivered in relation to their care. One person said, 'they'll do what I ask, but I'm trying to be independent.'

People experienced care, treatment and support that met their needs and protected their rights. One person said, 'it's a very good service. They're absolutely brilliant. Real gems. They're very nice girls and can't do enough for you'. Another said, 'they mainly come on time. Occasionally they don't. I had a period when they didn't, but that's now resolved.'

People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard.

The provider had an effective system to regularly assess and monitor the quality of service that people received. Two people explained that manager's did visit them to see if they were happy with the service and observed what the carers were doing.

Discussions with people using the service and a relative told us people were consenting to the care provided and the provider acted in accordance with their wishes.

People had their needs and level of risk assessed, and a plan of care implemented with a summary of the tasks required at each visit. People said, 'They're brilliant. Very helpful, kind, nice staff. I love them. I'm really happy. I'm highly delighted.' 'It's alright, when you give them a rollicking (at this point the person acknowledged she was joking). I don't get a lot of trouble with carers. I get mad if they're late, which they are a lot. They do what I ask. I don't have any back chat. I don't like just anybody coming, because they don't know what to do. Some don't do their half an hour, but apart from that it's ok. I ring the office, but they don't take any notice. They're supposed to listen. I've had a form from them, but I never tick very good, usually I tick fair.' and 'I've had my ups and downs, but things aren't too bad just now.'

People who used the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.

People were cared for by staff who had undergone an effective recruitment and selection procedure.

People's concerns/complaints were not being recorded, investigated and an outcome recorded and where possible, resolved to the satisfaction of that person.

People told us they received good care and the care staff were very good.

People who use the service and their relatives told us they only had occasional or no involvement with their care plans.

Comments included.

'I occasionally look at my care plan'

'Care plan is right I look at it from time to time'

'Care plan is always filled in'

'No involvement in my care plan'

'Not really had involvement in the care plan'

'Carers very helpful, polite and treat our home with respect'

'Carers always ask before doing anything new'

Most people who use the service and their relatives told us they received appropriate care and staff understood their care needs.

Comments included.

'Good service, very good carer'

'Carers are lovely'

'Able to make changes to care if needed'

'Happy with the times the carers call'

'Happy with care'

'Carers are very good, can have a bit of fun with them'

'Always on time and never rushed'

'Looked after well'

'Can ring Direct Health any time with problems, office staff are very good'

'Office staff are very understanding'

'Sometimes happy, sometimes not depends on the carer'

'Sometimes carers come early and are rushing a bit'

Most people who use the service and their relatives told us they did not require any help with their medication. However, one person told us that 'the care worker assists with my medication when I'm feeling unwell'. One person also told us 'they were always on time with my medication'.

Most people who use the service and their relatives told us they have access to their care records however, they were not always involved in producing them or updating the information in the care plan.

Comments included

'I occasionally look at my care plan'

'Care plan is right I look at it from time to time'

'Care plan is always filled in'

Archived: Direct Health (Barnsley)

All Inspections

7 May 2013

During a routine inspection

17 January 2013

During a routine inspection

24 November 2011

During an inspection looking at part of the service

24 August 2011

During a routine inspection