Archived: Ark Complex Care

We found that people had appropriate assessments in place. We received both negative and positive comments about the delivery of care. A few people told us that they did not receive care from regular staff members.

Records showed that staff received some support and training. Staff members told us that they were supported to carry out their role. Whilst most people and relatives were satisfied with staff performance, a couple of relatives told us that staff were not appropriately trained. One relative told us, 'They (staff) did not have a clue when they first started.'

We found that systems were in place to identify shortfalls in the service. One person said, 'I have had no problems.' However, further action was required to ensure improvements were made promptly to achieve better outcomes for people who used the service.

Records we looked at were accessible, although some people's records needed to be updated to minimise the risk of them receiving inappropriate care. We found that care records which were stored at people's own homes were not updated in a timely manner.

We found that there was a new manager in post to manage the regulated activities carried out by the service.

We found that people and their relatives were involved with care planning and delivery. One person said, 'They involve me fully in everything they do.'

We found that people's care records were detailed to provide an overview of their needs and preferences. One relative said, 'The care is just brilliant, I don't know what I would have done without them.'

Arrangements were in place to ensure that people were safeguarded from harm.

Selection and recruitment processes were robust and appropriate checks were carried out before staff were employed to work with people. One relative told us, 'The carers are excellent.'

We found that people were encouraged to complain and that their complaints were taken seriously. Most people we spoke with did not have any complaints. One relative said, 'I have worked with other agencies, and ARK outshines all of them.'