Archived: Castlerock Recruitment Group Limited Liverpool

Is the service safe?

Is the service effective?

Is the service caring?

Is the service responsive?

Is the service well led?

This is a summary of what we found-

Is the service safe?

The recruitment procedure was thorough at Castlerock Recruitment which meant only people with the required skills and knowledge were employed by the provider. All the required security checks had been completed for all new employees. This helped ensure that applicants who were not suitable to work with vulnerable people were not employed by the provider.

All staff had undergone training related to safeguarding procedures. A whistleblowing policy was in place and the registered manager told us, "I know all the staff would use it if they needed to." Key safes were used at the houses of people who used services which meant only people with the required combination could access the premises.

Is the service effective?

People who used the service had their care and support needs assessed and they, and their families were involved in writing up their care plans. All care plans were reviewed regularly which meant they were kept up to date and so reflected people`s needs and wishes.

We saw that a daily communication log book was completed each time a staff member provided care or support to a person which meant a continuity of care was maintained. A telephone monitoring system was in place which monitored the time staff spent with each person and helped ensure they received the time agreed in their care plan.

Is the service caring?

We spoke to several people who used the service and all were complimentary about the care and support provided by Castlerock Recruitment Group Limited. One told us, "I just know I can depend on them. I can call them at any time." Another told us, "I was at breaking point but they have taken the weight off my shoulders."

People`s diverse needs and preferences had been recorded at the time of assessment and recorded in their care plans. Care and support was provided in accordance with people`s wishes which included supporting individual people`s religious needs and wishes.

Is the service responsive?

People we spoke with told us they knew how to make a complaint. One person told us they had made a complaint in the past and "I was satisfied with the way it turned out." We looked at the record about the complaint and saw it had been managed appropriately.

We noted the provider worked well with other agencies, which included GPs and community nurses. This helped ensure people who used services received the care and support they needed when they needed it. We saw the provider had concerns related to the health of one of the people who used the service and immediately made arrangements to contact their GP and made an appointment.

Is the service well-led?

The provider had a quality assurance system in place. Records showed that any identified concerns were addressed which meant the quality of service continuously improved.

Staff members, including senior managers attended regular quality meetings, which meant they were able to express their views on the way the service was provided. This helped ensure their knowledge and experience was taken into account which was aimed at improving the quality of service being provided.

People told us that senior staff had asked them what support they required and how they wanted this to be provided and that the service they received was as they had requested.

People's comments about the service included the following;

'They're very reliable'

'I know exactly when to expect them and they are very reliable.'

'The carers are very good.'

'Since I've had this agency I've had no problems at all.'

Checks were carried out on staff before they were employed to make sure they were fit to carry out their roles and responsibilities.

Staff felt well supported by the manager and appropriately trained. Communication across the staff team was reported to be good.

The provider had systems in place for dealing with complaints and safeguarding concerns and people's views about the service were sought on a regular basis.