Archived: Trucare Burton Limited

Evidence was gathered against the outcomes we inspected to help answer our five key questions: Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?

If you want to see the evidence supporting our summary please read our full report.

Is the service safe?

People told us they felt safe and had no concerns regarding the staff that supported them.

Information in people's care files included instructions to staff regarding accessing people's homes and security. This ensured people using the service were not placed at risk. People told us that the staff supported them in a dignified way and ensured their rights were respected. Comments included: 'The staff are very professional and polite.'

Risk management plans were in place in people's care files and demonstrated that people were supported to maintain their safety whilst keeping as much independence as possible. These assessments included the number of staff the person needed to support them.

Recruitment records demonstrated that thorough recruitment checks were undertaken before staff commenced employment. This ensured that the provider and registered manager had assured themselves that the staff employed were considered safe to work with the people using the service.

Is the service effective?

People's care packages were tailored to meet their needs and preferences and demonstrated that they were involved in the development of their care package. People using the service told us that staff followed their agreed care plan.

Is the service caring?

People using the service and their relatives told us that they were happy with the support they received from staff. One person using the service said: 'I am very happy, the staff are lovely, very friendly and very kind.' One person's relative told us: 'The staff are very helpful, really nice. I have a good working relationship with them.'

When speaking with staff it was clear that they had a good working relationship with the people they supported and understood their needs and preferences.

People's preferences and diverse needs had been recorded and care and support had been provided in accordance with people's wishes.

Is the service responsive?

People using the service told us that they knew how to make a complaint if they were unhappy. The registered manager confirmed that no complaints had been made since our last visit.

At our last visit a lack of quality monitoring systems meant it had not always been identified that people were provided with the agreed level of support and visits were not always on time. At this visit we saw that actions had been taken to ensure people's agreed support was provided and people confirmed that staff arrived on time. One person told us: 'I know what time staff are coming and they haven't let me down.'

Is the service well-led?

People using the service and their relatives completed an annual satisfaction survey. At our last visit we found that any comments made by people to improve the service were reviewed but an action plan had not been developed to record any actions taken. At this visit we saw that an action plan had been developed and where shortfalls or concerns were raised these had been addressed promptly.

Staff were clear about their roles and responsibilities and spoke positively about the management support they received.

People we spoke with told us they felt safe and well cared for by the staff team who knew what to do to assist them. People said they had no concerns about the service and knew how to raise concerns should they need to.

There were systems in place to identify and report any concerns about people's safety.

The staff received training that was appropriate for their individual needs and provided them with the information they needed to care for the people living in their home.

There was a lack of quality monitoring systems which meant it had not always been identified that people were provided with the agreed level of support and visits were not always on time.