12 April 2012
During an inspection in response to concerns
We visited the office on 12 April 2012 from 9.30am until 12.30pm. The registered manager was not available when we arrived and joined us at approximately 11am. We spoke with six members of staff and looked at records relating to induction, training and staff supervision.
We contacted four people who used this service, or their relatives, to ask for feedback. We requested feedback from three social care professionals who had commissioned services from this agency, and received feedback from one.
Records showed that staff received training appropriate to their role. This included induction training and training relating to medicines. The manager explained that staff who had not worked in social care before would undergo "Skills for Care" induction training or would study to gain a national vocational qualification (NVQ) in care. Office staff told us that all staff who had been recruited since our last inspection had previous experience as a care worker, and therefore they did not need the Skills for Care induction training. We could not corroborate this as there was not a system in place that easily demonstrated this information. Staff explained that this information could be cross referenced with the care workers application form and references. The provider may find it useful to note that a system for clearly recording this would more easily identify staff learning and development needs.
Staff said they had received the support and training they needed to carry out their role. They told us that training included managing medicines. Records showed that staff received training and supervision. A recently introduced system should alert office staff to when staff training was due to be updated and when supervision was due.
People told us the service they received was "wonderful". They said that staff met their needs and appeared to have the right skills to do this. They said that staff "spoiled them" and often went beyond doing their job. They said they rarely needed to contact the office but when they did staff were helpful and courteous. One person said that their relative felt comfortable with staff and that staff were always polite and communicated well with this person.
A social care professional said they were satisfied with the support being provided. They said staff communicated well with both the professional and with the person they were supporting.
The manager explained that she was aware that some concerns had been raised about office staff and their attitude. She had commenced an investigation and had already talked with some people to gain their feedback and had identified some concerns. The manager provided us with a synopsis of her findings after completing her investigation and with an action plan as to how she was addressing the findings.