14 May 2014
During a routine inspection
We considered all the evidence we had gathered under the outcomes we inspected. We used the information to answer the five questions we always ask;
' Is the service caring?
' Is the service responsive?
' Is the service safe?
' Is the service effective?
' Is the service well led?
This is a summary of what we found-
Is the service safe?
People told us they felt safe. They said the care workers supported them in a safe and caring way. People's needs and any risks to their wellbeing had been assessed and the care workers had access to this information. There were appropriate procedures to make sure people were kept safe and their money and medicines were managed appropriately. However, the agency had not always provided staff with the training and support they needed. They had not always carried out thorough checks on the suitability of new staff and the agency had not always reviewed people's care needs. Therefore people were at risk of receiving inappropriate or unsafe care.
Is the service effective?
People told us their needs were met. They told us the care workers usually arrived on time, but this was not always the case and sometimes this had caused problems. People were happy with the care they received and felt the agency adapted if they wanted anything changed.
Is the service caring?
People said the care workers were caring, kind and polite. They told us 'nothing was too much trouble' for some care workers and one person said, 'she goes the extra mile'. People told us the service was very important to them and met their needs well.
Is the service responsive?
People said the service was responsive if they wanted anything changed. They told us care workers responded to their individual needs and wishes each day. We identified a number of shortfalls in the service, these included the fact the staff had not had proper supervision and support and people who used the service had not had their needs reviewed. The manager and agency had already identified concerns in these areas and put in place action plans to address some of these concerns.
Is the service well-led?
The agency had good quality monitoring systems that had identified areas of concern. The manager was new to the service and had not yet been registered with CQC. There were a number of new senior staff. The manager had introduced new systems to address areas of concern.