You are here

Archived: First Call Homecare

Reports


Inspection carried out on 1 July 2014

During a routine inspection

We contacted the provider on 30 June 2014 to ensure that care staff would be available to meet with us during our inspection the following day. An adult social care inspector carried out this inspection on 1 July 2014. As part of this inspection we spoke with the provider, registered manager, two care staff and one person who used the service and a family representative. We also reviewed records relating to the management of the service which included, three care plans, daily care records, training records and audit reports.

Below is a summary of what we found. The summary describes what people using the service and the staff told us, what we observed and the records we looked at.

Is the service safe?

From our observations and the information we saw in care plans, policies, procedures and service quality audits the provider's safety monitoring systems were robust. The staff showed that they had a clear understanding of their role in providing care and in safeguarding the people they supported. The staff demonstrated that they knew the people well. They had read and understood the instructions set out in individual care plans.

People�s care plans and the staff rotas showed that the management had taken people's care needs into account when making decisions about the number of staff required. Management had also considered the skills mix and experience staff would need. This showed that the provider had taken steps to ensure the staffing provision was safe and met the needs of each person.

There were systems in place to make sure that management and staff learned from events such as accidents and incidents, complaints, concerns and investigations. This meant that people were benefiting from a service that was taking on board lessons learnt.

Records held by the service about people, staff training and management processes were up to date, accurate and stored securely.

Is the service effective?

People's care needs had been assessed and detailed care plans were in place. There was evidence that people were involved in the assessments of their needs and care plan reviews. We saw in care plans and found from talking with people who used the service that the care provided was being regularly reviewed and adapted to meet people's needs. People we spoke with told us that the staff were excellent and went out of their way to help.

We saw in care plans and daily record sheets that the provider was in regular contact with staff from health and social care. This meant that the provider was working in co-operation with other care providers to keep the person safe.

Is the service caring?

The people we spoke with who used the service told us they were happy with the support they received. One person said, "The girls are excellent, I cannot praise them enough. They are very friendly and we have a laugh every morning.� Another person said, �My mother is always treated with dignity."

The staff we spoke with said that they felt it was important to have time to talk with each person while they were doing their job. They demonstrated that they were aware of potential risks, people's rights and their responsibilities.

The provider and the registered manager told us the importance they placed upon ensuring that people�s dignity was maintained at all times. They told us that this was a key part of the induction training given to new staff.

Is the service responsive?

We found that care plans were person centred and contained detailed information about the person and their choices and preferences. We saw that people�s views had been obtained by the provider about the type of support each person needed. The customer survey feedback forms showed that staff performance and the care people received had prompted positive responses from the people who used the service.

We saw that the provider was regularly in contact with the social care and health professionals that provided support to people. This meant that people's health and welfare was regularly reviewed and monitored.

The staff and people who used the service said that when they had any concerns, they could talk with the managers as they would always listen and address anything they raised.

The provider had a complaints procedure with copies of the information readily available within the homes of people who used the service.

The staff said they had regular training which equipped them with the knowledge to meet the support needs of people who used the service.

Is the service well-led?

The provider, registered manager and the staff we spoke with were knowledgeable about the people who used service, changes to legislation and developments in care provision.

The provider had systems in place to ensure the quality of the service was regularly monitored and reviewed. There were systems in place to provide feedback to staff about changes and developments.

All the staff we spoke with said they understood their responsibilities around safeguarding people's welfare. They said that if they witnessed poor practice they would report their concerns.

We found that quality assurance processes were in place. The provider investigated incidents and accidents and carried out checks to ensure the health, safety and welfare of people supported, staff and others was appropriate.

We found that staff received mandatory and specialist training. Most of the staff held or were working towards, vocational qualifications relevant to their role. Staff told us that that training was very good and provided to assist in their professional development.

Staff told us that they had worked with the people who used the service for some time and really enjoyed their work. They told us that there was a good team spirit and everyone listened to any concerns raised and acted to resolve these. They said that they felt they were supported and involved in the development of the service.

Inspection carried out on 16 May 2013

During an inspection to make sure that the improvements required had been made

During this inspection we met with the provider and the manager of the service. Following the inspection we telephoned two staff members who had started to work for the service within the last 12 months. We also telephoned three of the people who used the service and spoke with them about the care and support they received.

During our inspection on 22 November 2012 we had told the service that they needed to make improvements to their records in order to become compliant. We had told the provider that they needed to develop a quality monitoring programme to help ensure that people received safe quality care. We had also told the provider that they needed to improve staff knowledge around safeguarding vulnerable adults. At this inspection we identified that the provider had made these improvements and was now compliant in these outcomes.

People we spoke with were happy with the care and support provided to them. One person said that the care was 'excellent' and "I have no complaints about anything". People told us that they received the right kind of support in the way they liked it. People were also pleased with how caring and considerate the staff were with them.

New staff had received induction training which they found really helpful. The provider offered guidance and support and staff felt prepared to do their job. A staff member said, "The owner and the manager are very supportive".

Inspection carried out on 22 November 2012

During a routine inspection

People who used this service thought that the care and support they received was excellent. They told us that they were glad they had found this service and could trust the staff to deliver high standards of care. People also said that they liked the fact that the staff team was small. This meant that care was consistent and staff knew how to meet their particular needs. One person said, "I am so glad I found this agency." Another person told us, "They are very good we have no concerns".

People also felt that they could raise any concerns with the provider and that they were soon addressed. One person said, "If I have any niggles I speak to Lesley, they are soon sorted out."

There was no evidence that staff had received recent training in safeguarding vulnerable people and the provider will need to make improvements in order to be compliant with this standard.

Staff could undertake mandatory training and were enabled to undertake further relevant training.

The provider could not clearly demonstrate that people's opinions and suggestions for improvement had been sought on a regular basis and will need to make improvements in order to be compliant with this standard.

Some records and documentation were not accurate and there was some information missing. The provider will need to make improvements in order to be compliant with this standard.