Archived: Care at Home (Midlands) Limited

We looked at the policy and procedures with regard to medication. The medication policy had been updated and improvements had been made to the medication documentation, including the medication risk assessment. This ensured that people were further protected from the risks associated with the unsafe use and management of medicines.

A number of audits had been introduced to monitor and assess the quality of service provision and records of accidents/incidents and when applicable complaints, were now being held both centrally and on individuals personal files. This ensured that the management team were working in line with their own policies and procedures.

When we asked people using the service about staff, one told us: 'I love them all ' they're wonderful.' We found staff were well supported and had up to date training and qualifications.

We spoke with one person about medicines. They told us the provider gave them the support they needed. We found the provider did not have effective systems to protect people from risks associated with medicines.

The provider did not have an effective system for assessing and monitoring the quality of the service. They responded well to individual concerns, but they did not have systems to ensure they could identify areas needing attention.

Two of the three people we spoke with were not aware of the provider's complaints procedure. One of them commented: 'I have no reason to complain.' They told us they would be able to find out what the procedure was if they needed it. We found the provider had an effective complaints procedure and supported people to use it. We found the provider was not using complaints effectively to assess the quality of the service.

We found care records and employment records were not always accurate and were missing important information.