Archived: Leamington Spa

We spoke with the provider, the registered manager and three care staff members on the day of the visit. We also spoke by telephone with three people who use the service and a family member to find out their views and opinions of the agency.

We looked at four care files to see the care plans and assessments of the person's needs. We wanted to see if the plans were sufficiently and clearly detailed to guide staff to meet the needs of people receiving care from the agency. The care plans seen were very detailed and reflected people's personal requirements.

We spoke with care staff about the training and supervision offered by the organisation, to ensure that they had the skills required to care for people appropriately. Staff told us that they received regular supervision sessions both on a 'one to one' basis in a formal meeting and observation of their practice in people's homes. They said that they had received a thorough induction when starting at the agency and had attended regular training sessions.

People spoken with told us care staff stayed long enough to do everything they needed without having to rush. Nobody we spoke with had experienced a missed call. People said if a care worker was going to be late, or had to be changed, the office staff always rang to let them know. One person told us, 'They are very professional and offer a first class service." Another person commented, "The carers are wonderful, they work so hard."

The agency had procedures in place to make sure people who used the service should be safe. Staff confirmed that they had attended training in protecting people and understanding what was meant by 'abuse'. Records seen showed that the organisation checked that staff were appropriate to work with vulnerable people before they started work.

All people and family members spoken with said that if they had any concerns they would speak to the office. They added that they had not had cause to complain.