Archived: Attentive Care Experts

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and on-going monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

The service had a registered manager in place. 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.

Staff understood how to keep people safe from harm. Recruitment procedures were thorough and there was a system in place to reduce the risk of late or missed calls. Medicines were managed safely and were only administered by staff who had received appropriate training.

The registered manager and staff understood their responsibilities in relation to the Mental Capacity Act 2005. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

The registered manager ensured staff had the skills and knowledge to enable them to meet people’s needs. This was achieved through a programme of induction, alongside regular training and management supervision.

People told us staff were caring and kind. People's rights to privacy and dignity were understood and promoted by staff. Choices were respected and staff encouraged people to retain their independence. Peoples care records were reflective of their needs.

People felt able to complain in the event they were unhappy with the service they received. There were effective quality assurance systems in place to monitor the quality of the service provided, understand the experiences of people who used the service and identify any concerns.

We reviewed the records which were kept at the registered provider's offices and looked at the way they were stored and managed.

Care records were seen to be in electronic and paper format. We were told electronic records were password protected and only accessible by people who needed access. Paper records were stored in lockable cabinets.

We looked at the manner in which verbal requests for changes to care were translated into a revised care plan. We saw records of verbal requests had been consistently replicated into current care plans.

We looked at three people's medical administration records. All records were complete with no gaps in care staff signatures.

We saw the registered provider maintained accurate records of financial interactions with people receiving care.

We inspected the provider's procedures and policy for archiving, disposal and storage of records. Our scrutiny of the policy showed the provider was adhering to requirements.

"Brilliant, very happy with them."

"They really care about her and understand her specific needs."

"Absolutely excellent, they were great in an emergency situation too."

"They have a good understanding of dementia care and provide good companionship, it takes the burden off me."

We found the provider had systems in place to ensure people who used the service were protected from the risk of abuse.

Systems were in place to ensure people received safe support in taking their medications.

Staff told us they felt well supported and we found a range of training was available to staff.

Arrangements were in place to monitor the quality of the service and ensure people's views were regularly sought.

However, we found care documentation required improvement. People's support plans and risk assessments did not always contain adequate or up-to-date information and medication administration records were not always filled out correctly.