The Care Quality Commission

Archived: Southampton

15 East Links, Tollgate Business Village, Chandlers Ford, Eastleigh, Hampshire, SO53 3TG (023) 8064 9200

Provided and run by:
Regional Care Services (Winchester) Limited

Important: The provider of this service changed. See new profile

All Inspections

14 June 2013

During a routine inspection

In this report the name of a Susan Cousins appears who was not in post and not managing the regulatory activities at this location at the time of the inspection. Her name appears because she was still a registered manager on our register at the time.

At the time of our inspection we observed that some people's care plans were being updated. People told us that care staff were regularly late for their visits and that they did not always stay with them for their allocated time. People we spoke with told us that they felt safe and relatives said that they would contact social services if they had concerns.

We found that there were not enough suitabliy skilled and qualified staff available to meet people's needs. The manager explained that the supervisors had been providing care and that this was going to continue until they had recruited more skilled and qualified care staff. She acknowledged that training was not yet at the required standard and explained that an action plan was already in place to make sure that staff were booked on the appropriate courses and updated with refresher training accordingly.

All staff we spoke with told us that they would take any comment or complaints seriously. They said that they were confident that the manager would listen to their concerns and act appropriately in dealing with complaints. We saw records that showed that staff did acted appropriately when dealing with compliants.

10 January 2013

During a routine inspection

We saw records which demonstrated that discussions took place concerning decisions about people's care. One relative told us that their mother received personal care each morning. They said; "We are fully involved in helping my mum to make decisions."

Staff completed records following each visit which commented of the care provided. People told us that the reviewing of care provided took place with their participation. One person said "My care plan changes with my abilities and independence, it is a living care plan and it changes with me." A relative said "We were fully involved in the assessment and the care plans are accurate." Records we looked at showed that people's care and support was regularly reviewed and that plans were changed to meet people's changing needs.

All people we spoke with told us that they felt safe receiving care. One person said "I am confident that staff look after me safely." Another person said "They make sure I'm safe, they always ask me if I am ok before they leave." A relative we spoke with said "I trust the staff."

People told us that appropriate qualified and skilled members of staff supervised new employees in their first two weeks, when providing care. One person said "A new staff member is always with an experienced member of staff in the first two weeks."

30 April 2012

During an inspection looking at part of the service

At this follow up inspection we reviewed action taken by the provider after we raised issues in our last report about the quality monitoring of the service. We obtained information about people's views of aspects of the quality of the service by sampling the records held by the service of telephone surveys. This had included questions about the timing and length of the service provided. Ten of the twelve responses indicated satisfaction and one person said that staff were "always on time." One person said that they were on time but they "were sometimes caught up with the traffic " and another said that staff were sometimes late.

20 January 2012

During a routine inspection

This service is known locally as Southampton Care Watch but is registered with the Commission as 'Southampton'. This name will be used to refer to the service through out this report.

People gave us positive comments about the care they received from this service. They were consulted about the care they wanted. They had been provided with copies of the care plan and said that changes were made with agency if necessary. Staff were friendly and respected dignity and privacy and knew how to use equipment if needed. Staff usually also asked if people wanted anything else done for them before ending their visit.

We received mixed views about the timing of the care they received. People told us that they had been asked when they wanted their care to be provided. Most people we spoke with received it at the time requested but not always. Some comments were received about the staff coming early or late and people said they were not always informed if this was going to happen, or told who would be coming. Sometimes care had been provided very late, but after the person receiving the service had made a call to the office asking what had happened.

People told us that they could raise any concerns with the agency if necessary. They generally felt listened to and were confident that and action would be taken if they were not happy about something.

People were confident about the skills of the staff visiting their homes. They told us that staff were very friendly and talked with them while providing care.

People told us that the agency monitored the quality of the service they received. People confirmed that the supervisors had visited some of their homes to carry out spot checks on the care practices of the staff. Most people were aware that the agency had carried out a survey about the service in the autumn of 2011. They had been asked for their opinions about the service.