The Care Quality Commission

Archived: Isle of Wight Also known as Care Watch Isle of Wight

28 Daish Way, Newport, Isle Of Wight, PO30 5XJ (01983) 530981

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

All Inspections

17 July 2013

During a routine inspection

To help us to understand people's experiences of the service we telephoned people using the service to get their views, as this was a domiciliary care service. We spoke with ten people and twelve staff. People told us they received care from staff who were “very good” and were “very happy with the care”. They told us they had the same staff most of the time. One person commented “I have a couple of girls who come regularly and they are all so kind”. Another person said “I could not manage without them” when referring to the staff. They said the staff were courteous and respectful. Another person said the staff were "very good and no complaints".

People were assessed prior to receiving care. Risk assessments and care plans were developed to support people's needs and independence. Equipment as required was in place. Staff told us training was “excellent”. There was an induction process in place and they said the training was relevant to their role.

There was an auditing system that assessed the quality of the service provision and an action plan was developed to address any shortfalls. People were consulted and their views were sought about the care they were receiving. There was a process in place to deal with any concerns and complaints. We saw the staff followed their internal complaints process and responded to people as required.

6 February 2013

During a routine inspection

To help us to understand people’s experiences of the service we telephoned them, as this is a domiciliary care agency. We spoke with four people who use services, their family and 11 staff as part of our inspection. People told us that they were well looked after and received “good care”. A person said that the staff were very good and “they do anything for you”. They commented that the staff were courteous and respectful. A relative told us that the staff were kind and the agency provided a “very good service”. Another person said that they received several visits a day and they usually had the same staff. This meant that there was continuity in their care.

People were assessed prior to receiving care. Risk assessments and care plans were put in place to reflect the care and support needed. People said that they were treated with respect and the staff used their preferred form of address.

There was a robust recruitment procedure that the staff followed and staff’s checks were completed prior to them starting work.

There was a complaint procedure that the manager and staff followed. People told us that they would approach the agency with any concerns and they were confident that this would be addressed. In this report the name of a registered manager appears who was not in post and not managing the regulatory activities at the time of the inspection. Their name appears because they were still a registered manager on our register at the time.

9 February 2012

During a routine inspection

As part of this visit, we spoke to some people over the telephone to seek their views. People expressed a high degree of satisfaction with the help and support and were complimentary about the staff. They told us that they were happy with the care provided and that they felt safe and well looked after.

People commented that the staff were 'very reliable' and they always arrived at the planned times for their visits. They told us that they had the regular staff during the week and at the weekends.

They said that the staff had carried out an assessment to ensure that the agency could meet their needs prior to providing care. They also said that care was tailored to their needs and that the staff had involved them or their relatives in the planning and delivery of their care.

We were told that the staff were always kind and courteous and respected their privacy and dignity when providing care. A person said that the staff 'always give a hundred per cent' when assisting them with their care. They commented that 'you cannot ask for anymore.' One person said that they were 'more than satisfied' with the care and support from the staff.

Relatives told us that the staff always arrived on time as agreed with the agency. They said that staff would inform them if they were late so that they did not worry.