We recently undertook an inspection visit to Care 4 U - 466 Melton Road. We spoke with five people who used the service and reviewed five people’s care records. We spoke with three relatives of people who received care and support from the service. We spoke with four staff supporting people and reviewed their training records. We also reviewed the records in relation to the management of the service. We considered all the evidence we had gathered under the outcomes we inspected.Is the service safe?
People who used the service told us that they felt safe with the care staff who supported them. They were confident that the care staff were trained to look after them. One person said “I’m quite happy with my carers and I have no complaints.” Another person explained that they were supported by a team of care staff because they needed several calls each day, said “I feel safe with my carers, they know what to do especially as I’m an expert in being hoisted.”
Relatives we spoke with also praised the care staff that looked after their family member. One relative whose family member had only recently started to use the service told us that they found the care staff were caring. They said, “So far it’s good, … [person using the service] really likes him [care staff], he’s always on time and does everything that’s needed.” Another relative said “As a family we know she [person using the service] is safe now and she can continue living in her own home.”
Care staff we spoke with showed a good understanding of each person’s needs and how they wished to be supported. Support plans and risk assessments were personalised and provided the care staff with the guidance to help keep people safe.
Is the service effective?
People told us they were satisfied with the care and support they received. One person explained that they had used this service for many years and were supported by a team of regular care staff. Another person said, “It’s a very good service. The times are flexible to suit me and the carer knows what to do.”
People’s care needs were identified and measures put in place to minimise risks. People’s care was reviewed regularly to help ensure any new needs could be met properly and risks managed. Care records and staff training records we looked at showed that people’s care needs were met by trained staff.
Care staff understood the needs of people they supported. They received up to date information about people’s needs and could refer to the up to date support plans kept in people’s own homes.
Care staff told us they were well supported and were trained to deliver care and support safely. Practical training was provided in the use of specific equipment to help support people, such as a hoist and a stand aid amongst others. Personal protective equipment was available for care staff to use including disposable gloves and aprons. This helped to ensure care and support provided was in line with the infection control procedures and protected the health, safety and wellbeing of everyone.
Is the service caring?
People told us that they were happy with most of the care staff and the support they received. They found care staff were kind, caring and that they were treated with respect. One person said, “Most of my carers are very caring. There was one that I was unhappy with and the office stopped sending her when I told them.”
Relatives also expressed no concerns about the care staff or the support provided to their family member. One relative said, “He [care staff] is very caring towards my …. [person using the service] and you always hear them both laughing, which is a good sign.”
Is this service responsive?
People’s needs had been assessed before the care arrangements started. This helped to make sure that the service would be able to provide the care and support they needed. People’s care needs were regularly reviewed to help ensure any new needs would be met reliably.
The provider had systems in place to support care staff and people who used the service in the event of an emergency. An ‘on-call’ service operated outside of the normal office hours, which meant that a manager or a senior staff member was available to support staff and to deal with any queries that arose.
Is this service well led?
People received a ‘service user welcome pack’ that included a copy of the provider’s statement of purpose. These documents explained the aims and objectives of the service, what people could expect from the service themselves and how to make a complaint. This helped to assure the provider that people were fully informed about the service.
The provider had a range of systems in place to assure themselves that the quality of care and support provided was monitored. Audits and checks were carried out routinely. The provider took account of all complaints, compliments and learnt lessons from incidents to help prevent it from happening again. Satisfaction surveys had been used. This provided people who used the service and their relatives with an opportunity to share their views about the support they received and enabled the provider to monitor the quality of service being provided.
Care staff received support to carry out their job role effectively, safely and reliably because they were trained. Care staff were confident to approach the manager if they had any concerns. A care staff explained that they were new to care work and found the training was valuable to enable them to be confident to provide the care and support people needed. They said “It’s so nice to get positive feedback from people because you’ve made a difference to their life.”