Archived: Fitzpatrick Total Home Care

We considered all the evidence we had gathered under the outcomes we had inspected to answer the questions we always ask; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?

Is the service safe?

People's care records contained risk assessments and care plans to ensure the care provided was safe and appropriate for their needs. Care plans were reviewed in conjunction with the people who used the service, and their relatives where appropriate, to ensure care was provided in accordance with their wishes.

The service had policies in place in relation to Adult Safeguarding, the Mental Capacity Act (2005) and Deprivation of Liberty Safeguards .Mental capacity assessments were completed when people lacked the to make decisions in relation to their care and treatment and we saw best interest decisions had bee documented. Staff had received training and demonstrated an understanding of the implications of the policies in relation to their work practice. This meant people's rights were protected.

Is the service effective?

A Full assessment was completed for each person prior to commencement of a service. Care plans were reviewed regularly and updated as necessary to ensure the care provided was appropriate to each person's individual needs.

There was a structured approach to training and regular meetings took place with staff to ensure they were supported to ensure they were effective in their job roles.

Is the service caring?

When we talked to people who used the service and their relatives, they told us that staff were caring and understood people's individual needs and preferences.

Is the service responsive?

Systems were in place to make sure that themes and trends from events such as accidents and incidents, complaints, and concerns were identified and lessons learnt to prevent recurrence. This reduced the risks to people and helped the service to continually improve.

Feedback on the service was sought from people and their relatives and we saw a number of examples of improvements which had been implemented as a result of this feedback .

People told us they had had no need to complain but if they raised a concern or issue they were confident their concerns would be addressed. They said staff were approachable and always listened to their views.

Is the service well led?

There were structures in place for clinical governance and quality assurance. We saw a planned approach to quality audits and evidence that action was taken as a result of these to improve the quality of the service provided.

Staff told us they felt well supported and were encouraged to provide standards of care they could be proud of. They said they had received the training they required to deliver safe and effective care. There were systems in place for the appraisal of staff performance and personal development planning.

Care was planned and delivered in a way that ensured people's safety and welfare. Without exception people made very positive comments about the service they received. People told us the service was, 'Excellent' and, 'Absolutely fantastic.' They said that the care workers understood and met their needs. Several people commented that the care worker's 'went the extra mile'. One person said, 'They do more than what they need to. It makes you feel really cared for.'

People told us they felt safe with the care workers and trusted them. However, people who received a service were not protected from the risk of abuse. This was because the provider had not ensured all staff understood the role of the local safeguarding authority and the importance of referring the allegation to them prior to investigation.

People were not protected against the risks associated with medicines because the provider did not have appropriate arrangements in place to manage medicines.

There were enough qualified, skilled and experienced staff to meet people's needs.

The provider had an effective system in place to regularly assess and monitor the quality of service that people received.