All inspections: Mears Homecare Limited Lincoln

We spoke with 24 people who used the service and with six relatives. People gave us generally positive feedback about the service but some thought that more could be done to make sure that visits were completed at the planned times. A person who used the service said, 'I get a lot of help from my carers who are kind. They can be a bit late but it's not their fault because they often have a lot of visits and aren't allowed much time to get from one person to the next one. So sometimes they can't help running late.'

People's privacy, dignity and independence were respected. Staff were courteous and polite.

People who used the service said that staff consulted with them about how they wanted to be assisted. They also said that they received all of the care they needed.

People were reliably helped to manage their medication so that they used it in a safe way.

Records showed that security checks had been completed on staff. This had been done to make sure that only suitable and trustworthy people were employed.

We saw that quality checks were completed to help ensure that people consistently received a good standard of service.

There was an effective complaints system so that any concerns people raised could be responded to appropriately.

During this inspection, we spent most of the time at the office looking through records and talking to the staff who worked for the agency. We spoke with five people who used the service over the telephone in order to gain their views.

People who use the service told us they were very satisfied. One person told us, 'They are exceptional, I'm very satisfied. I like the continuity, it saves me having to explain what help I need to different people.'

Another person told us, 'I have no complaints, they are lovely people. I can't say anything bad, they are very good at their jobs.'

We asked people if their care workers had arrived on time. Everyone told us they were usually on time but if they were running late someone from the office would usually call and let them know.

One person told us their care worker had been half an hour late on the day we spoke with them but it hadn't caused them any problems. We reported this to the quality manager who immediately investigated.

People knew what support was available from the agency. They told us felt they were listened to by the carers and any decisions they made were respected. One person told us, 'It's just not a problem, they just ask me. ' People said they felt they were able to be as independent as they were able to be and they thought their privacy and dignity were respected.

They told us that they felt their needs were being met by the support they received, and that this was provided in a way they wished it to be. One person commented, 'I can do a few things myself and what I can't I ask them to do.'

Everyone we asked told us they were happy with the service they received and that it was right for them. They said the carers do not always arrive on time. One person said, 'Sometimes they are a little bit early, sometimes a little late. I had a call the other day which was good as it saved me wondering what had happened.' Another person told us, 'I have not got a list of who is coming when. It helps me with what I do and when I have a meal so they can wash up. I've not had a list since last Friday.'

We asked people if they felt safe when carers were in their homes and they said that they did. They said they did not feel they had ever been put at risk. People who use the service told us that carers speak with them and treat them in an appropriate way and they did not have any concerns about how they were treated. They told us if they did they would inform the manager.

Archived: Mears Homecare Limited Lincoln

All Inspections

29 November 2013

During a routine inspection

5 September 2012

During a routine inspection

13 September 2011

During a routine inspection