16 September 2014
During an inspection looking at part of the service
During this inspection we looked at documentation such as care plans, visit schedules, policies and procedures, training records, staff recruitment records and surveys from service users. We spoke with the manager and one member of the care staff.
This is a summary of what we found '
We considered our inspection findings to answer questions we always ask;
' Is the service safe?
' Is the service effective?
' Is the service caring?
' Is the service responsive?
' Is the service well led?
Is the service safe?
We found people had an initial assessment of their needs, a care plan and risk assessments in place. Records contained information about people's health and social care needs and daily notes showing how the care and support was delivered. Since our previous inspection, the service had sent out questionnaire surveys to people who used the service. Some of the comments were, 'They (staff) are very good' and 'Their kindness and capability helps me a lot'.
There was an out of hours on call system in place to deal with any unforeseeable issue or emergency. The on call system was operated by a senior carer or the manager of the service. This ensured care and support would be provided to people who use the service, for example, when a care worker was absent at short notice.
People's records were securely maintained in the agency's office. The manager was able to locate all requested documents at the inspection.
Is the service effective?
The records we checked, demonstrated that people's care and support was personalised, with appropriate and relevant guidance for care staff, to assist them to meet people's individual needs.
Records contained information about people's health and social care needs and daily notes showing how the care and support was delivered.
Is the service caring?
Some comments from people who used the service were, 'Everything is fine, thank you to all' and 'I have found all of the staff that I have met, treat me with a caring attitude'.
One staff member said, 'We become more like family members. I love the job' and 'I find it very rewarding and satisfying'.
Is the service responsive?
The service had responded to the need for more up to date training, with varied relevant training being provided since our previous inspection. The service had also improved their recruitment process. These improvements helped to ensure that people's assessed needs were appropriately provided.
Is the service well led?
The service was well led. Cosy Care had a manager who was in the process of applying to be the registered manager with the Care Quality Commission. The manager gave us an assurance that this would be dealt with, without delay. We will monitor the application process.
We saw that the supervision of staff had been taking place and spot checks on care workers had been carried out. These spot checks recorded if care workers had the correct uniform, identification and were carrying protective gloves and aprons. The spot check also recorded the conduct of the care worker and if they had treated the person with respect and dignity.