Archived: Craven Homecare

' Is the service safe?

' Is the service effective?

' Is the service caring?

' Is the service responsive?

' Is the service well-led?

During this inspection we spoke with four people using the service, three care workers and the registered owners. We visited the offices and viewed records which included, two care plans and daily care records, policies and procedures, recruitment and induction records and quality assurance records.

We considered the evidence we had gathered under the outcomes. This is a summary of what we found:

Is the service safe?

All staff had received training in the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). We were told policies and procedures for staff to refer to were being developed. This should help staff to understand their responsibilities with supporting people to make their own decisions wherever possible.

Risks to peoples' wellbeing and safety were identified and managed, taking account of enabling their choices, independence and their right to take risks. Assessments of any risks had been undertaken in people's homes and appropriate action had been taken to remove or reduce the risk. Records showed equipment in people's homes was regularly serviced and maintained. Staff had received training to ensure they were competent to use the equipment safely and properly.

We found safe, appropriate recruitment and selection processes had been followed. An in depth induction and training programme was in place, which should make sure staff were confident, safe and competent. However the monitoring process undertaken during the probationary periods were not always recorded clearly. This meant it was difficult to determine whether new staff were monitored appropriately.

Is the service effective?

People told us they were satisfied with the care and support they received from Craven Homecare. Comments included, 'It is a very good service', 'They do exactly what was agreed' and 'I am completely happy with the service that I get; I can't think of anything that I would change'.

People considered the agency was good with time keeping. They told us, 'They are good at timekeeping' and 'They arrive more or less on time'. People also told us they were notified of any changes to regular staff. Staff told us they would always let people know which care worker would be visiting next and that they provided some people with a weekly rota.

The service had good links with other health care professionals and agencies to make sure people received prompt, co-ordinated and effective care. There were processes in place to ensure relevant and appropriate information was shared with other agencies.

Is the service caring?

Care workers were aware of people's individual needs and preferences and confirmed they had access to care plans which provided guidelines on providing support and care.

People made positive comments about the care workers. They said, 'They are all polite and willing to do anything I ask', "My carer is very good; we laugh all the time" and 'The staff are excellent; a wonderful team'.

Is the service responsive?

We found there were processes in place to monitor and evaluate people's individual conditions and choices and to review and update their care plans. This meant peoples' individual care needs and preferences should be identified and effectively responded to.

People told us they had been encouraged to express their views and opinions of the service through regular reviews and during day to day discussions with staff and management. People also told us they were involved regularly with decisions which affected them and had been involved with their care needs assessments and reviews.

Is the service well-led?

People told us they were regularly visited by the managers/owners who were described as 'hands on' and 'very involved'. They said, 'I see the manager regularly and she always asks if everything is alright', 'The managers are most helpful and very involved' and 'The manager is lovely; I can talk to her about anything'. One person said, 'I am very impressed with the way the service is organised; they make every effort to make sure we get everything we need'.

Staff told us they enjoyed their work and felt they were valued and supported. One care worker said, "The managers are absolutely brilliant; unbelievably supportive".

People spoken with indicated an awareness of the service's complaints procedures and expressed confidence in raising any matters of concern with the management team. Comments included, 'I have no complaints but would be happy to speak to the managers if I had' and 'I am very happy but would feel free to speak up'.

There were systems in place to monitor the quality of the service. There was evidence these systems had identified shortfalls and that improvements had been made. This should help to protect people from poor care standards and help identify any areas of non-compliance.

People felt they had been given sufficient information about the agency, about how to make changes and choices, and knew who to contact if they had concerns.

The service users were very satisfied with the service. They said the service was reliable. Carers were punctual and never let them down. People also said they had a regular group of carers who only changed when necessary. They made the following comments: "They're excellent and always turn up on time", "I'm just so happy with the service; I'm over the moon' and "They're all very good, ten out of ten'. People felt they had a very 'personalised' service. Staff also gave safe support with medication and nutriton.

A member of staff told us there were good training opportunities and they felt sufficiently trained and competent in their work. They felt Craven Home Care was a good agency to work for and that the senior staff were supportive.