28 March 2014
During a routine inspection
' Is the service safe?
We looked at the records of seven people who used the service. We saw risk assessments of people's health and care needs were completed as well as environmental risk assessments. This meant action had been taken to ensure people received the care and support they needed to maintain their welfare. Staff had information they needed to ensure their own safety while attending to people's care. Staff told us they had received the training they needed to support people appropriately.
Is the service effective?
A relative told us: "I have had problems with the agency in the past but they have improved and communication is better recently".
We saw that people's care needs had been assessed and the plans of care provided an account of how those needs could be met. Staff recorded the support the provided on a daily basis in individual care logs. Records we looked at showed that people's care was usually being provided as stated in their care plans. Where deficits had been identified in the records or with the delivery of care, we saw the provider had acted to remedy and resolve them.
' Is the service caring?
Relatives we spoke with told us: "When the regular carers visit we have no problems and my relative really likes some of them. There can be problems when the regular staff are on holiday, but this is only an occasional problem". Another relative said: "They try their best".
' Is the service responsive?
People we spoke with told us how they had raised concerns in the past and they had been addressed. One relative told us: "We have a communication book in place now as well as the care records, so I can jot things down I think the carers need to know. I think it's working quite well". A staff member told us: "I refer any concerns to the senior or to the office and I feel that I'm listened to. The new manager is really trying hard".
' Is the service well led?
Since the last inspection a new manager has been appointed to the service and has been registered by us (CQC). During this inspection they were able to demonstrate that they knew the improvements needed to ensure the service provided good quality outcomes for people who used the service and staff. They told us: "I am monitoring all aspects of the service regularly and have been able to make some changes already".
During this inspection we spoke with the relatives of four people who used the service. We looked at the records of seven people, spoke with four care staff and the registered manager. People we spoke with told us: "I think things have improved, my dad seems happy with how things are organised" and another relative said: "I have had some concerns about the time staff arrive. They have been late, a lot later than they should be. We've raised concerns in the past".
Staff we spoke with said: "The new manager is making improvements you can see that. I think things are better organised" and, "Morale is better, but there are still improvements to be made"