The Care Quality Commission

Archived: Craegmoor Supporting You in the South West

Suite 8, Badger House Enterprise Centre, Oldmixon Crescent, Weston Super Mare, Somerset, BS24 9AY

Provided and run by:
Craegmoor Supporting You Limited

All Inspections

6 August 2013

During a routine inspection

During our inspection we spoke with five people who used the service and two people's relatives. All of the people we spoke with gave positive feedback about the service. People and their representatives said that the staff who supported them knew them well. We were told there was continuity of care because they had the same workers, who they knew, for each visit. They told us that the support was arranged to meet their needs and when they required a change in service this had been arranged. One person told us 'I talk to my keyworker and we plan what I need to do. They always talk to me about my support.'

We were told that the support workers supported and encouraged people to maintain as much independence as possible. We heard that people felt comfortable with the support workers. One person told us 'the support workers are very good I always know who is coming and when they are coming.'

People told us they felt safe using this service and knew what to do if they had any concerns. They had all met the team manager and were confident about talking to them if there were any issues.

We saw there were daily reports completed by the support workers and saw staff understood the support to be provided. We read that staff took action when there were any concerns about people's safety. We were told by one relative 'the staff are very good with my relative and the service has been very successful in supporting them.'

30 January 2013

During an inspection in response to concerns

We asked people to tell us what it was like to receive services from this domiciliary care agency. We used telephone interviews and home visits to people who used the service and to their main carers (a relative or friend) to gain views about the service.

People told us their care workers were respectful and always addressed them by their preferred names. They said they were able to express choices and the care workers did their best to meet their preferences. One person said, 'My carers and the manager quite often ask me if I am happy with the support provided. I can change things if I want'.

People felt that care staff understood their needs. One person said, 'They help me do a lot. I feel they are on my side'. Another person said, 'They always help me with stuff, like going shopping'.

Everyone spoken with told us they felt safe with their care worker. One person said, 'No one treats me badly they are all very good' and another said, 'I feel I know them on a personal basis and they are alright'. People told us they always knew which care worker would visit and when.

People thought staff were good at their jobs although we had some mixed comments from staff about their training. One person said, 'I get very good care. They all know what they are doing'. Another person said, 'I've got no complaints, they do their job well'.

We saw examples of improvements to services resulting from the agency's quality monitoring processes.