19 January 2011
During a routine inspection
One relative told us " We are extremely happy with the carer and have faith in the staff, we know mother is well looked after by the carers".
People we spoke to said that carers maintain privacy during personal care routines and always treat people with respect.
People told us they can continue to do things for themselves where possible. We saw an assessment for one person who is registered blind; he is able to carry on shaving himself as a risk assessment has been completed so staff know how to support him to do this safely.
One persons relative told us, " I have no complaints about the service, I think the care provided is meeting X needs, I am happy with the carers".
People we spoke to said they had regular carers who they liked. Care staff said they have a schedule for calls and due to the small amount of clients at present, schedules remain the same each week. We were told, 'Carers arrive around the same time each visit and stay long enough to carry out all the tasks detailed in the care plan, without rushing'.
We visited a client who is looked after in bed and who is unable to communicate verbally. This person's relative told us "We are very happy with the care we receive; the carers will do anything we ask ". We were told, the carers had never missed a visit and in the very bad weather we experienced before Christmas, carers had rarely been late, which the relative commended. The relative told us that the carers always respond to any messages that are left, and they regularly leave messages for the district nurses. The district nurse was at the home when we visited. We asked if carers carry out any instructions they request. We were told that any messages left in the communication book are acted on and the client is usually clean and comfortable when they visit. The nurse also said that the client has been bed bound for sometime and there has never been an issue with pressure area care.
Staff we spoke to were able to identify situations that would cause concern and would report any concerns or allegations to the manager or the provider.
Staff were aware of the whistle blowing procedure and said they would have no hesitation reporting poor practice.
People we visited confirmed that carers wore protective clothing during personal care routines and records showed that staff complete health & safety training.
Although the people we visited did not need assistance from care staff to take medication. Training records show staff have completed medication training. However, it is important that staff are also observed and assessed as competent to administer medication, especially as staff often work alone and need to follow the correct procedure to make sure clients remain safe and well.
We looked at staff recruitment files during our site visit. We found that the recruitment process is thorough, and all the documents to show staff are safe to work with clients were available. People who use the service can be reassured that they have their needs met by staff who, are properly checked before they start working with clients.
People told us they have regular carers, who turn up on time, and who are competent in what they do. Staff records show that carers complete regular training so people who use services can be reassured that the agency has sufficient numbers of appropriate staff, who have the right knowledge, experience, and skills to meet their needs.
People who use the service said, they are regular asked for their opinions of the care provided, and the agency have systems in place to monitor client satisfaction and staff practice. This helps to ensure that the service works in the best interest of people who use the service.
The agency provides each new client with a customer's guide, which includes information about making a complaint and who to contact. People we spoke to said they would contact the office if they were unhappy with anything but had never needed to make a complaint. People said they were confident any concerns would be listened to, and sorted out.
During our visit to the office we looked at how information is stored. People who use the service and staff who work for the agency can be confident that their personal records are held securely and remain confidential.