Archived: Dial-A-Carer Service

Updated 8 March 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

We undertook an announced inspection on 30 November 2015. The provider was given 48 hours’ notice because the location provided a domiciliary care service and we needed to be sure that someone would be in. The service was inspected by two inspectors.

Before the inspection we reviewed the information we held about the service including any safeguarding concerns and statutory notifications. Statutory notifications include information about important events which the provider is required to send us by law.

On the day of the inspection we spoke with the manager at their office location. We reviewed five people’s care records, four staff recruitment and training files and looked at quality audit records. After the inspection, we undertook phone calls to two people who used the service, three relatives and three members of staff. We also spoke with a health professional.

Updated 8 March 2016

We carried out an announced inspection on 30 November 2015.

Dial-A-Carer Service provides a domiciliary care service and is registered to deliver personal care and treatment of disease, disorder or injury to people in their own homes. On the day of our inspection, there were 10 people using the service and nine staff supporting them.

A registered manager was not in place as one was not required under the registration requirements with the Commission.

The service had appropriate systems in place to protect people from harm and uphold their rights. Staff had a good understanding and knowledge of safeguarding procedures and were clear about the actions they would take to protect the people they supported.

People’s medicines were given to them safely and in a timely way.

Risks to people’s health and wellbeing were appropriately assessed, managed and reviewed. Support plans were sufficiently detailed and provided an accurate description of people’s care and support needs.

There were sufficient numbers of staff available to meet people’s needs. A recruitment process was in place to protect people and staff had been recruited safely. Staff had the right skills and knowledge to provide care and support to people.

Staff told us that they felt well supported in their role and received regular supervision and support.

People were supported to be able to eat and drink satisfactory amounts to meet their nutritional needs. People were treated with kindness and respect by staff and their dignity was maintained.

Staff understood people’s needs and provided care and support accordingly. Caring relationships had been developed and people were fully involved in their care arrangements.

Overall, quality assurance arrangements were in place but the recording of audits required some improvement. There was a system for responding to complaints and concerns. The visible leadership of the service showed that person centred care was being delivered to people who used the service.