The Care Quality Commission

Archived: Carewatch (South Midlands) Rugby Branch

12 Albert Street, Rugby, Warwickshire, CV21 2RS 0844 822 6332

Provided and run by:
Sundial C.S.R. Limited

All Inspections

25, 26 September 2012

During a routine inspection

We visited the service on 25 September 2012, and telephoned people who use the service or their relatives on 26 September 2012.

We spoke with one person who used the service about their experiences of Carewatch. We also gathered evidence of people's experiences through speaking with two relatives of people who use the service. We spoke with three members of staff for Carewatch.

People and relatives we spoke with told us that the care received matched the care that was discussed with them. They told us that they were involved in planning the care and that reviews were held to reassess people's needs. We saw that people or relatives had signed the care plans and reviews which showed their involvement.

We saw that the care plans were person centred and reflected people's needs. This meant that the care plan was based on the needs of the person. We saw that people's needs were reassessed and where necessary the care plan was updated.

People and relatives we spoke with told us that staff were polite and respectful. People told us that it was usually the same members of care staff who provided their personal care. Continuity of staff should mean that people receive their care consistently as staff have an increased understanding of people's needs.

We spoke with staff about what they thought abuse was and they showed they had a good awareness of the importance of keeping people safe. They understood their responsibilities for reporting any concerns regarding abuse.

20 October 2011

During a routine inspection

We spoke with two people who use the service and two relatives over the telephone as part of this review. There were many positive comments provided and people and their family members were pleased with the care and support they received. People told us that the staff were caring, helpful and friendly. They told us they had received information about the agency before they agreed to the service. They also confirmed that they had their needs assessed and a supervisor from the agency came to see them regularly to discuss their care and confirm they were happy with the service.

Comments from people using the service included, 'They are all lovely girls, they do anything I ask. In fact, I don't have to ask, they know what I need,' and 'The carers are excellent.'

Nobody we spoke with had experienced a missed call. People said if a care worker was going to be late, or had to be changed, the office staff always rang to let them know. One family member told us, 'They always turn up. Even in the snow we had last year, the care workers managed to get to my relative. I can't thank them enough for that.'

People told us that the staff always left them feeling safe. A family member told us, 'It's a relief to know that they are looked after well.'

All people and family members spoken with said that if they had any concerns they would speak to the office. They felt by doing this, their issues would be listened to and resolved.