Archived: Domus Healthcare (Kirklees & Calderdale)

Safeguarding people who use services from abuse.

We said that improvements were needed and judged the area of non-compliance had a moderate impact on people who used the service.

Complaints

We said that improvements were needed and judged the area of non-compliance had a minor impact on people who used the service.

On this visit we inspected the same outcomes and found that improvements had been made.

As part of our inspection we spoke with the operations manager and a care co-ordinator.

We saw evidence that each care co-coordinator had recently completed training in safeguarding vulnerable adults. The operations manager told us they had made their system in the event of calls being missed, more robust.

We also saw evidence that each care co-ordinator had received training in 'complaints management'. We were shown a complaints review document. The operations manager told us this was to ensure complainants were satisfied with the response and outcomes of their complaint.

During our inspection we visited the office where we looked at care and support records, staff records, policies, quality audits, records of complaints and procedures for safeguarding people.

We found care records were fit for purpose although we found some to be easier to understand and use than others.

We found procedures were in place to support staff.

We saw procedures for recruitment were followed to ensure that staff were safe to work with vulnerable people.

We saw that audits of the service had taken place and that action plans had been put in place.

We considered that improvements were needed in the handling of complaints and in following safeguarding procedures.

We spoke with fifteen people who used the service or their relatives. These are some of the things they told us:

'Carers turn up on time'

'The office don't call if carers are going to be late and carers don't always stay for the full duration of the call'

'We have been involved in the care plans and reviews, couldn't ask for any better'

'Carers are great, they treat us with respect'

One person told us of the actions a carer had taken when they arrived at their relatives home and smelled gas. The person was very pleased with what the carer had done to make their relative and their home safe.

We spoke with three members of staff who all told us they were happy in their work.

"The people who do the work are good but you never know when they are coming and this causes me problems"

"The carers are all lovely, they've only been a little bit late once or twice"

"They are all marvellous, one in particular is a real brick"

"The care was fine but there were were a lot of problems with them being late"

One person said they had been in touch with the operations manager about late calls and felt confident that issues were being sorted out.