7 February 2013
During a routine inspection
People did not always receive care that met their needs in a consistent way. One person told us ‘’some of the people do not know how to cook the food I like to eat’’. Care was not always delivered at agreed times and at times not at all. One person told us ‘they are usually late, sometimes they call’’.
The previous provider had not always responded appropriately to allegations of abuse in the past and we found the new provider was implementing its own safeguarding procedures to improve the quality of investigations.
We saw the new provider had recruitment and selection processes in place. Staff however had not received appropriate supervision in the past and told us they felt unsupported. One staff member said '’I have no support, I feel I am on my own’’. Staff told us that they did not always feel able to deliver care in the right way because they were too rushed, with no travel time and unscheduled visits added to their day.
People did not know how to make a complaint. People we spoke with told us that they had raised concerns with the service but had not been satisfied with the outcome. One relative told us ''I phone the manager, things get better for a while, then carers just start running late again and you do it all over again’’.