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All reports

Inspection report

Date of Inspection: 24 September 2014
Date of Publication: 21 October 2014
Inspection Report published 21 October 2014 PDF

Overview

Inspection carried out on 24 September 2014

During a routine inspection

An adult social care inspector carried out this this inspection on 24 September 2014. The focus of the inspection was to answer five key questions: is the service safe, effective, caring, responsive and well-led?

As part of this inspection we spoke with17 people who used the agency, two relatives, the manager, four office based staff, nine members of care staff and four healthcare professionals who had contact with the agency. We reviewed records relating to the management of the service which included: five care plans, daily records, medication records, staffing records and quality assurance monitoring records.

Below is a summary of what we found. The summary describes what people who used the agency, their relatives and the staff told us, what we observed and the records we looked at.

Is the service caring?

The agency provided care and support for people living in their own homes. People told us that they received kind and respectful support from care staff and felt able to make choices and changes to their care when necessary. Relatives that we spoke with were positive about the care and support provided to their family member. Care staff told us that they were supported and supervised so that they could provide safe care and support to people. Courtesy calls were made to people using the agency and their relatives to discuss any care and support issues.

Is the service responsive?

We saw that people�s personal care and support needs were assessed and generally met. This also included people�s individual choices and preferences as to how they wanted their care to be provided. People we spoke with told us that they had been able to make changes to their support and had been involved in reviews of their care. Relatives that we spoke with also confirmed that they had been involved in reviews. We saw that changes to documentation were made to ensure that care and support being provided was up to date and met people�s needs. However, it was evident that some care plans had not always been available to staff prior to them providing care and support to people.

Is the service safe?

Risk assessments regarding people�s individual needs were carried out and measures were in place to minimise any identified hazards. Care staff understood their roles and responsibilities in making sure that people were protected from the risk of abuse. We saw that the provider was taking appropriate action to ensure that all care workers had received safeguarding training to ensure peoples� safety. There were arrangements in place to ensure that staff were trained and supervised so that they could safely provide care and support to people. However, care staff told us that care planning documentation had not always been in place to provide them with sufficient information prior to providing care and support to people.

Is the service effective?

We found that care workers were knowledgeable about people�s individual care and support needs. People who used the agency that we spoke with, and their relatives, confirmed that care staff provided consistent care and support and were keen to address any concerns or issues. The manager confirmed that reviews of care and support were in place to meet people�s changing/ assessed needs.

Is the service well led?

Staff that we spoke with told us that they were generally well supported by the management team so that they could safely provide care and support. People and their relatives that we spoke with told us that they felt they were listened to and that support was consistently and safely provided. Quality assurance systems were in place to audit the care and services provided. Surveys were carried out to gather opinions from people who used the agency and members of staff. The manager and care staff were in regular contact with people and their relatives to respond to their concerns or queries