Archived: Total Home Care (Yorkshire) Ltd

People told us they had been given written information about the services the provider offered. One person said, 'I was visited by the manager before the service started and provided with useful information about the agency, the range of services they provided and the complaints procedure." Another person said " I am extremely pleased with the service I receive from the agency, the staff are always very pleasant and have never let me down."

In addition to the manager we spoke with all four care staff employed by the agency. The staff told us they enjoyed working for the agency and always respected people's rights to privacy and dignity when providing care and support. They also told us they helped and encouraged people to retain their independence and provided care and support in line with their agreed care plan.

We found the agency had quality assurance systems in place which monitored the quality of the service provided and ensured compliance with the essential standards of quality and safety.

We observed a visit to one person who used the service. We saw staff spoke with and interacted with this person in a patient and pleasant manner and the views of that person and their relative being taken into account. We saw that the person was encouraged to make choices about the activities they engaged in. Care staff supported them in a sensitive way using differing methods of communication to ensure they understood what would happen.

We spoke with the relatives of the person who used the service. They told us they were very satisfied with the care and activities within the service, care was very good and that staff were 'Brilliant' and 'Very helpful.' They also told us they were involved in their relative's care reviews and staff understood the care needs.

We spoke with the registered manager who was aware of safeguarding procedures. We observed that systems on how to raise a concern were in place.

Report writing in the care records was adequate and reflected the changes in care and treatment that people received. Staff were supported and monitored in their working practice although supervision notes were not available to us to see during our inspection.

The provider may find it useful to note that policies and procedures to underpin the service, lacked clarity and office administration, training and service development appeared to be lacking.