The Care Quality Commission

Archived: Quality Independent Care

109 Meldon Terrace, Heaton, Newcastle Upon Tyne, Tyne and Wear, NE6 5XQ (0191) 276 2952

Provided and run by:
Quality Independent Care

All Inspections

20 July 2012

During an inspection looking at part of the service

We spoke with three staff members about their training. They told us they had been given extensive training since our last inspection of the service in February 2012. They confirmed that the training matrix we had seen was an accurate reflection of the training they had received since then, and that they were up to date with all areas of training.

1 February 2012

During a routine inspection

We spoke with two people who were receiving a service from Quality Independent Care, and three relatives who were speaking on behalf of people receiving a service.

People told us that they were very happy with their regular care workers.

They said they were included in the decision making process about their care, and how it was to be delivered. They told us they were able to make choices and felt that their views were considered. They told us that their care was tailored to them as individuals.

We were told care workers were respectful, courteous and discrete, and that workers took care to protect people's privacy and dignity whilst attending to their personal care needs. They also told us that the care workers were flexible, and would do other little jobs on request.

Everyone we spoke with said they felt safe when their care workers were in with them.

Most people told us they knew how to make a complaint. Those who had raised concerns were happy with the company's response.

People using the service told us they had been asked their views about the service in surveys, and that the office kept in touch with them. This was usually in the form of reviews of care every six months, but also by the occasional visit by or phone call from the manager or other senior staff. People told us they had the office phone number and they felt confident in ringing if they had a problem. We were told that the office 'responds well' to such calls. Most people felt that they were listened to by the company.