8 December 2016
During a routine inspection
We visited the offices of Golden Homecare Services on 8 December 2016. We told the provider 48 hours before the visit we were coming so they could arrange for staff to be available to talk with us about the service.
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 felt safe using the service and care workers understood how to protect people from abuse and keep them safe. People told us they received care from familiar staff who arrived at the expected time and completed the required tasks.
There were enough suitably trained care workers to deliver care and support to people. The provider checked the suitability of care workers to work with people who used the service during their recruitment. Care workers received an induction when they started working for the service and completed regular training to support them in meeting people's needs effectively.
Care workers were knowledgeable about people's needs. Care plans and risk assessments contained relevant information for staff, to help them provide safe care in a way people preferred. People and their families had regular opportunities to meet with staff to review their care.
There were processes to minimise risks associated with people's care. These included risk assessments and safe systems to manage people's medicines. Staff we spoke with had a good understanding of these processes.
The provider and registered person understood the principles of the Mental Capacity Act (MCA). Care staff completed training to develop an increased knowledge and understanding of the MCA. Care staff knew to gain people's consent before they provided care.
People told us care workers were kind and caring and had the right skills and experience to provide the care and support they required. People received care from staff who were respectful and ensured people's privacy and dignity was maintained.
People knew how to complain and said that the management team listened to them and responded promptly to their concerns. Staff felt supported to do their work and people felt able to contact the management team at any time.
There were systems to monitor and review the quality of service and understand the experiences of people who used the service. This was through regular communication with people and staff, surveys and spot checks on care workers' practices.