Archived: Assured Care (North West) Limited

At this announced inspection we spoke with the Registered Manager about the concerns. We looked at 12 staff personnel files and the provider's (owner) policies relating to recruitment, training and supervision.

We found all staff received regular appraisals and supervision and all staff had completed induction and mandatory training. We found all staff with the exception of two had a current Disclosure and Barring service (DBS) check.

The provider sent us an action report following the April 2013 inspection telling us the action they would take to make improvements in these standards. The action report specified when the improvements would be completed. We conducted an inspection in August 2013 to check up on the improvements the provider had made to make sure the agency was now compliant.

We found improvements had been made. Staff were receiving a programme of on-going training and support. They had access to a number of courses. For example, moving and handling, abuse, medicine management and food hygiene. Staff were enrolled on formal care courses, as part of their professional development. People were cared for by staff who were supported to deliver care safely and to an appropriate standard.

Systems were in place to make sure the agency was running effectively and safely. This included feedback from people who used the services of the agency and the staff. We saw evidence of the manager meeting with people and their relatives in their own home to make sure they were satisfied with the support received.

People who used the services of the agency and the relatives we spoke with said the agency's staff were kind and polite. They said they were pleased with the care and support they received from the manager and carers. They told us they were involved in making care decisions and the manager and carers respected their wishes. People said the care was good. Relatives said, "The care is excellent", "You could not have better help and care" and "First class care." People had a plan of care which gave information about the care and support people needed.

Policies and procedures were in place to ensure the ongoing protection of people who used the services of the agency. A person said, "I feel safe with the carers."

Carers had access to some training. This was not however up to date and had not been given in a number areas to ensure the staff had the knowledge and skills to provide safe care andsupport to people.

We found that the provider did not have effective systems to assess and monitor the quality of service that people received.