The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Home Care Leicestershire North

Western Annexe, County Hall, Leicester Road, Glenfield, Leicester, Leicestershire, LE3 8RB (0116) 305 3000

Provided and run by:
Leicestershire County Council

Important: This service is now registered at a different address - see new profile
Important: This service was previously registered at a different address - see old profile

All Inspections

1 December 2014

During an inspection of this service

4 November 2013

During a routine inspection

We spoke to four people who use services and four relatives and five staff during our inspection. One relative told us: "When they (the manager from the service) came for the assessment they were realistic with their questions and fair and sympathetic." Another relative told us:" The staff have been flexible and made changes to the times they arrived, which helped us greatly." People who used services and their relatives confirmed they had been provided with a file of information about the service. People told us: "I am really satisfied. I went to the falls clinic and was provided with transport, it was very good." This was arranged by the manager as the person using services was identified as at risk of falls. Another person told us: "At the beginning all different staff were coming to my home but know it's all settled down, so I know more or less which staff are coming. The staff are very polite." One health care assistant said:" I love it here. The management are good.” Overall comments received from people who used services told us they were very satisfied with the service including staff based at the office. We inspected against five outcomes areas and found they were all compliant.

19 June 2012

During a themed inspection looking at Domiciliary Care Services

We carried out a themed inspection looking at Western Annex. The agency told us 309 people were receiving services. We asked people to tell us what it was like to receive services from this home care agency as part of a targeted inspection programme of domiciliary care agencies, with particular regard to how people's dignity were upheld and how they can make choices about their care. The inspection team was led by a CQC inspector and joined by an Expert by Experience who has personal experience of using or caring for someone who uses this type of service. We used postal surveys, telephone interviews and home visit to people who use the service and to their main carers (a relative or friends) to gain views about the service.

We visited six people in their own home's as part of this review and spoke with them andtheir relatives about their experiences of the care, treatment and support received. We spoke with four people who received a service from the agency, over the telephone. We spoke with two senior staff at the time of our visit to the office and two care workers.

People told us, 'I feel safe with my care workers, because I know them well.' A relative said, 'My wife only has women workers, which suit our traditions.'

People understood their care, treatment and support choices available to them. They felt their views and experiences were taken into account. They felt care workers recognised and respected their privacy and dignity and independence. People were supported to make decisions and care workers listened to them. Care workers understood the aspects of the safeguarding processes that were relevant to them. People were protected from abuse and told us they felt safe. Staff were well trained, supported and managed. The agency provided different ways for people to give formal and informal feedback about the service; and monitored the quality of service that people received.