Archived: Kcarers Limited

We last inspected this service in September 2014. At that inspection we found the service was meeting all the legal requirements in place at the time.

Kcarers is a domiciliary care agency for older people, some of whom may have a dementia-related condition. It does not provide nursing care. There were five people receiving a personal care service at the time of this inspection.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People and their relatives told us they had full confidence in their care workers and felt safe with them in their houses. Care workers were given regular training in the safeguarding of vulnerable people. They knew how to recognise signs of abuse and how to report any concerns.

Risks to people were carefully assessed, and appropriate steps were taken to minimise such risks. No accidents to people or staff had been reported in the past year. Plans were in place to respond to any emergencies that might affect the provision of people’s services.

People were provided with sufficient care worker hours to meet their needs safely. Workers were flexible and able to meet any requests for extra hours. New staff were employed only after proper checks had been undertaken to ensure their fitness.

Care workers were trained to support people in taking their medicines safely, and clear and accurate records were kept of medicines administered.

People’s needs were met effectively by care workers who had been given the necessary training to meet those needs. Care workers received regular supervision to support them in their role.

People’s rights under the Mental Capacity Act 2005 were recognised and protected, and they were asked to give their consent to their care.

People’s health needs were assessed and monitored and, where necessary, they were given appropriate support to enjoy a nutritious diet.

Care workers were described as being very caring in their approach. They protected people’s privacy and dignity and treated them with respect. They gave people the information they needed about the service and their care provision, and encouraged them to be as independent as possible.

Before any service was started, the person and their relatives were involved in identifying all the person’s care needs and agreeing how workers should meet those needs. Care plans were detailed and person-centred, and were regularly reviewed. Complaints were taken seriously and responded to promptly and professionally.

People told us they were happy with the way their service was managed and spoke highly of the registered manager. We found an open, inclusive and listening culture in the service. People, their relatives and staff were asked for their views on a regular basis. Systems were in place to monitor and improve the quality of the service.

' 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?

There were enough care workers to meet the needs of the people receiving a service in their homes and a member of the management team was available on call in case of emergencies.

People we spoke with said they felt very safe with their care workers, all of whom they knew well. One person told us, 'I always feel safe with my carers.'

Is the service effective?

People told us that they were happy their care had been delivered in the ways they directed and their needs had been met. It was clear from our observations and from speaking with staff that they had a good understanding of the people's care and support needs and that they knew them well. One person told us, 'Everything is done well.' and a relative said 'They do everything we ask.' Staff had received training to meet the needs of the people living at the home.

Is the service caring?

People told us their care workers were kind and attentive, showed patience and gave encouragement when supporting people. People told us they were able to do things at their own pace and were not rushed. Relatives we spoke with confirmed this. New care workers were always introduced to a person before starting their calls. One person said, 'They are very caring.'

Is the service responsive?

People's needs had been assessed before they started to receive a service. People told us their workers always asked their consent before carrying out care tasks.

People told us they had been asked for their views and these had been recorded. Any issues raised were addressed appropriately. Records confirmed people's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. One relative told us, 'We were rung when mum wasn't well.' Another relative said, 'They take on board suggestions.'

Is the service well-led?

Staff had a good understanding of the ethos of the service and effective quality assurance processes were in place. People who used the service were asked for their views about their care and treatment in review meetings and their views were acted upon.

People using the service, their relatives and staff spoke highly of the provider, who also provided care herself, and said she always took their views into consideration. A relative said, 'The manager takes responsibility for errors, and comes out to sort it herself.' One care worker told us, 'I've always been supported both with personal and work issues.'

Staff told us they were clear about their roles and responsibilities, and could access company policies and guidance.