Archived: Independent Home Care Services

Below is a summary of what we found. The summary is based on speaking with people who used the service, the staff who supported them and from looking at records.

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

Is the service safe?

People told us they felt their rights and dignity were respected. One person said, 'The staff are very nice and pleasant, you can have a laugh and a giggle with them.'

People received their care from a regular team of care workers and this was only changed when members of staff were on holiday or sick leave.

Systems were in place to make sure that managers and staff learn from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduced the risks to people and helped the service to continually improve.

Is the service effective?

People's health and care needs were assessed before any care was provided by care workers from the agency. People were also asked about their individual preferences so that care workers knew how best to meet people's needs.

However, we found that care plans were only reviewed annually and one care plan had not been updated when the needs of the person had changed.

Is the service caring?

People told us the help and support they received from care workers was appropriate to meet their needs. One person said, 'I'm happy with the service.' The relative of one person said, 'I'm pleased with everything the staff are smashing.'

People who used the service and their relatives were encouraged to express their views by completing an annual satisfaction questionnaire. The most recent survey confirmed that people were satisfied with the care provided.

Is the service responsive?

Although people told us they were happy with the care provided they felt confident to make a complaint if necessary.

Is the service well led?

Although members of staff told us that the manager was supportive a system for formal supervision and annual appraisal was not in place.

A system for effectively monitoring all aspects of the service including care planning and the management of medication was not in place.

We have asked the provider to tell us what improvements they make in relation to assessing and monitoring the quality of service provision.