During our inspection we spoke with nine people who used the service, the manager and deputy manager. We conducted face to face discussions with six staff. We did this to give us an overview of the experiences that people had, to determine the standard of care provided and the satisfaction of the people who used the service. Our conversations with people helped us to answer our five questions we always ask.The detailed evidence supporting our summary can be read in our full report.
Is the service safe?
All the people we spoke with told us that they felt safe with the staff that supported them. One person told us, 'They (staff) are very good always polite and helpful nothing is too much trouble.' Another person told us, staff know what they are doing I am very happy.'
All the staff that we spoke with confirmed that they had received training on how to protect people and understood what safeguarding people meant. In addition they received updated training when required.
We saw that people had an assessment of their needs and associated risks. A plan of care was completed which enabled staff to offer care and support to people in a safe way. Staff told us and records sampled showed that they had received training and support to enable them to deliver care safely.
CQC monitors the operation of the Deprivation of Liberty Safeguards, which applies to care homes. This is a domiciliary service. No one using this service was subjected to an application to deprive them of their liberty.
Records sampled showed that the provider had systems in place to establish whether people had capacity to give their consent to receiving care and were able to make informed decisions. Staff spoken with understood about people making decisions and how to respect rights. For example, supporting people to make choices about their care.
All the people we spoke with told us, they were happy with the care they received and would speak with the office staff if they had any concerns. All of the staff spoken with were able to tell us about the needs of the people they were supporting. One staff member told us, 'I have been with the same person for years so I know them really well.'
Is the care effective?
People spoken with told us and records sampled showed that they had been involved in an assessment of their needs and were able to tell staff what support they needed. This meant that people were able influence the care they received.
All staff spoken with were able to tell how they supported people and gave them choices about their care. All staff told us they asked people what they wanted at each call. People confirmed that staff always asked them what they wanted. All the people spoken with told us that they were supported by the same staff on most care calls which meant people received continuity of care from staff they felt comfortable with.
Is the service caring?
People told us they were happy with the care they received. We saw from daily records sampled that where staff had concerns about people's health, additional support was provided or other health care professionals were made aware and advice sought. One person told us, I think I get a good service I have had other agency but these are the best.' We saw that reviews of peoples care needs were completed to ensure that the service provided to them met their needs. All the people we spoken with gave positive comments about care. One person told us, 'the girls are like family I have had them so long.' Another person told us staff are very caring and very supportive.'
Is the service responsive?
All of the people told us that staff did what they wanted them to do. They told us that if their care workers were going to be late they were kept informed either by the care staff or the office. One person told us, 'Staff only change when my regular staff are on holiday and then they send someone I know.'
Records sampled showed that there were systems in place to gather the views of people so that the service was developed taking into consideration the views of staff and people who received a service. All people that we spoke with told us they were happy with the service and had not needed to make any complaints.
Is the service well led?
We saw that the service had a staffing structure that enabled the service to be managed appropriately. This included a manager that had been registered with us and was responsible for the running of the service. There was a deputy manager and team leaders. This meant that people could always contact a senior member of staff if they had any concerns. People were consulted about the quality of service they received. Comments and suggestions were analysed to identify where improvements were needed.
Staff told us they were clear about their roles and responsibilities and received regular newsletters or had frequent staff meetings. Staff had a good understanding of the ethos of the service and quality assurance processes were in place. This helped to ensure that people received a good quality service at all times.
Records showed that regular spot checks on staff practices were carried out by senior staff . This involved supervising staff to ensure safe care practices. Records showed that training was regular and up to date. This ensured that people received care from staff that were suitably skilled to deliver care and feedback was continuously given on their performance.
We saw that the provider sought feedback from people who used the service regularly by telephoning people or visiting them. A senior member of staff told us, 'If concerns are identified then action is taken immediately.' This meant people were listened to and actions taken to address the issues raised.