Archived: Total Care Solutions Limited Luton

During our inspection on 27 September and 2 October 2013, we looked at care records for six people using the service. We then spoke with four of these people or their relatives; to check our findings and ensure the care being provided was appropriate for them. We also spoke with five members of staff. We found that improvements had taken place.

Overall, people we spoke with were happy with the care they were receiving. They told us the care staff treated them with dignity and carried out all the tasks they needed them to do. One person told us how important it was for them that the same care staff provided support and care to their relative. They said the agency had been 'really, really helpful' in trying to provide this.

A number of changes regarding staffing had taken place since our last inspection, including the appointment of a fourth new manager in less than a year. People using the service shared their concerns about the changes, however, they also spoke positively about the new manager.

Improvements had been made to the way the service was monitoring the quality of service being provided. We noted a recent increase in telephone checks with people using the service; to seek their views on the quality of the service. One person had fed back that: '[the service was] moving in the right direction'.

Overall, people told us they were satisfied with the service they received. One person said 'it gets the thumbs up from me.' Only one person was dissatisfied.

People we spoke with told us that care staff carried out all the tasks they needed them to do, and many spoke of having regular carers, which they appreciated. Although, people also told us that carers did not always turn up as agreed, and that they were not kept informed when this happened. One person described this as 'frustrating'.

Everyone confirmed that they knew how to raise concerns about the service if they needed to, and felt comfortable approaching care staff or office staff if required.

However, we found concerns with the quality monitoring processes for the service. In particular there was a lack of robust systems in place to check people's care records, to ensure they were receiving the right care and support. We were told that action had already been taken to address these concerns, but as these actions had only recently been implemented, our findings showed that they had not yet had time to bring about the required improvements.

One person using the service told us they were very satisfied with the service they received, two people were fairly satisfied and one person was dissatisfied.

People we spoke with said the carers listened to them and respected their wishes. The majority of people were happy with the care they were receiving and said that care staff carried out all the tasks they needed them to do. They told us they had regular carers which they appreciated, and described care staff as 'absolutely excellent' and 'very good.' One person told us their carer was 'like a friend.' However, three people told us that carers did not always turn up as agreed.

People we spoke with told us they felt safe and no one had concerns about any of the care workers visiting their homes.

People knew how to raise concerns about the service if they needed to. One person told us that when they had raised concerns in the past these had been addressed to their satisfaction. However, two people we spoke with told us they were not happy with the outcome of complaints they had made.