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

Archived: Complete Quality Care Limited

Northam Lodge, Rosehill, Heywood Road, Bideford, Devon, EX39 3PG 07973 298506

Provided and run by:
Complete Quality Care Limited

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

All Inspections

6 February 2014

During a routine inspection

We spoke with the registered manager, deputy manager, and members of the care support team. We also spoke with two relatives, one person who receives support, and a family friend who provides regular support to a person.

One person told us that they were 'very happy with the service I receive' and that 'all the girls are lovely'. Both relatives told us that they were very happy with the support their relative received. One said 'X has such a fantastic working relationship with the carer.' The family friend we spoke to confirmed that the support given by the service was 'really good' because 'the girls are always lovely, polite, caring, and nothing's too much trouble for them'.

We found that service keeps records in an office and electronically, as well as individual care files and notes in a person's home. This meant there was good communication across the staff team and a robust system in place to highlight any problems or areas that needed addressing, ensuring people were kept safe.

Whilst at the service we heard staff talking with people and family members in a patient and respectful way.

12 April 2013

During a routine inspection

At this visit we checked on the three areas of non compliance found at the last inspection in October 2012. The provider had improved and compliance had been achieved. We spoke with 10 people using the agency, four carers, three professionals and nine staff. We looked at the care records for four people and a sample of the records about the administration and management of the service.

People told us care and support given by their team of staff was always reliable and flexible around their needs. For instance, people told us they felt involved, with comments like 'they ask me, do you normally do this, they adapt to my needs'. Systems were in place ensuring equipment was appropriate and safe for people to use because they 'checked when it arrived and every six months after that'.

We saw improvements had been implemented regarding recruitment procedures, quality monitoring systems and record keeping. People summarised their experiences of the agency; 'they always come on time, very punctual', 'they've all had training and follow it to the letter', 'the hospital is thrilled with what they are doing for me', 'they chat, smile and treat me with respect'. All of the staff we spoke with felt supported and had had appropriate training to meet people's needs.

Overall, we found that the agency was meeting all of the standards we looked at. There were a couple of areas the provider might find useful to note as part of the ongoing improvement of the service.

19 October 2012

During an inspection in response to concerns

We brought the scheduled inspection forward because we received concerning information about recruitment practice and training available for care workers employed by the agency. We inspected the agency office at short notice and we visited three people in their own homes to talk to them about their care experiences with the agency. We spoke with a further nine people in person over the telephone about their experiences. We spoke with six out of 16 care workers working at the agency, including a manager and the nominated individual of the company. We also asked the provider to send us additional information in respect of care workers training and quality assurance.

People told us that care and support given by their team of care workers was always reliable and flexible around their needs. For instance, one person said 'they always come on time'. We also saw several instances of support being delivered as planned during our visits to people. People told us that care workers were 'All very friendly' and 'Don't rush me, I tell them what I want'. Relatives praised the agency care workers and made comments like 'Nothing is ever too much trouble if we ever want to change the times they do it. It's a fantastic company'.

The main concerns at this inspection related to recruitment practice, quality assurance and records. We found that the procedures for recruitment were not always followed and we made a compliance action about this. We found information about people's needs was not detailed enough and complete records had not been picked up through quality assurance checks and could put people at risk of inconsistent or inappropriate care because the provider would be unable to audit that people's needs were being consistently met as planned.