6, 10, 13 September 2013
During an inspection in response to concerns
We found where people were supported by the same core group of staff, who turned up on time and never missed a visit, people spoke positively about the standard of service they received. One person told us, 'They (staff) are very nice; always friendly'we are perfectly happy.' Another person said, 'I am quite happy really, been with them (the service) a long time.'
Where people told us about missed visits, staff who turned up late, or did not turn up in sufficient numbers, they told us that they had lost confidence in the service. One person told us, 'I worry when I don't get a second carer.'
We found issues where care and medication records were not in place when people started with the service. This meant staff had not been given guidance on the person's individual needs in order to provide safe, personalised care. Feedback we received also identified issues about staff arriving late, or not at all. People told us when they contacted the office, they had found information was not always passed on, or acted upon.
We saw that the service had robust recruitment procedures in place, and the service's premises were fit for purpose.