All inspections: Carewatch (East London)

We undertook an announced inspection of Carewatch (East London) domiciliary care agency on 20 January 2015.

We told the provider two days before our visit that we would be coming. The Carewatch (East London) agency provides personal care services to people in their own homes. At the time of our inspection approximately 120 people were receiving a personal care service.

At our last inspection in November 2013 the service was meeting the regulations inspected.

People told us they felt safe and that staff treated them well. Policies and procedures were in place in relation to safeguarding people. Staff understood how to protect the people they supported from abuse. Sufficient staff were employed to meet people’s needs.

Staff received regular training and were knowledgeable about their roles and responsibilities. They had received the training required to support people with their care and support needs.

Senior staff carried out regular unannounced checks on the staff team and their working practices were observed. There was an out of hours on call system in operation, which ensured that management support and advice was available for staff.

Staff knew the people they were supporting. Care plans were in place detailing how people wished to be supported and they were involved in making decisions about their care. People told us they liked the staff and staff knew how to look after them.

People were supported to eat and drink. Staff supported people, if they wished, to liaise with their GP and other healthcare professionals as required to meet their needs.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated regulations about how the service is run. The registered manager was approachable. Staff, people who used the service and relatives felt able to speak with the manager and provided feedback on the service. The senior staff undertook spot checks to review the quality of the service provided.

People expressed their views and were involved in making decisions about their care and treatment. People who used the service understood the care and treatment choices available to them. One person said "yes, they do ask me what I want" and a member of staff said "I always ask "do you want this or that" and leave the decision making to them".

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. People said they were satisfied with the care and support they received. Comments included "they're lovely" and "they have patience of a saint".

People who used the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. One person said "I feel safe with the carers all the time".

People said they were satisfied with the staff at the service. They said staff were competent and understood their care needs. There were effective recruitment and selection processes in place. Appropriate checks were undertaken before staff began work.

The provider had an effective system to regularly assess and monitor the quality of service that people receive. People who used the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. People said "we get a letter every year to see how we get on".

During this inspection we spoke with four people who use the service and three relatives. They told us that they were satisfied with the care provided by care staff and people had been treated with respect and dignity. Their views can be summarised by the following comment from a person who use the service,'I pleased with the carers provided. They treat me with respect and they do what they should. They are reliable.'

Six staff we spoke with were aware of the importance of treating people with respect and dignity regardless of their backgrounds. The care provided had been assessed with personalised care plans in place. Appropriate risk assessments were in place. People said they had been consulted regarding the care provided and their preferences had been noted. Infection control arrangements were in place and people told us that staff observed good hygiene practices.

The agency had suitable arrangements for ensuring that people were safeguarded and protected from abuse. Staff had been provided with training in safeguarding people and other appropriate training to enable them to perform their duties. Supervision and support were available to them.

Complaints made had been promptly responded to in a timely manner. People told us they had confidence the agency would respond appropriately to their concerns.

People who use the service made positive comments regarding the care they received. Comments included;

'I'm very happy with the carers. I can't find any faults with them. They are all very good.'

'The girls are nice, friendly and they are very good. I'm very happy with them as they do the job well.'

'They do everything I ask them to do.'

'I have got my regular carers and they are all very good. The office staff comes out to see me if there is ever a problem. I am very happy with them.'

Most people spoken to informed us that they receive a flexible, consistent and reliable personal care service, to their satisfaction. 'I have the same carers coming to me. She is always on time. The carer lets me know if she is going to be late' said a person using the service. Another person told us, 'The carers do turn up on time and I am not waiting around for them.' A further person spoken to said, 'They come when they say they are coming. I have got my regular carers and they do call me if they are going to be late or are going on holiday.' However, some comments we received highlighted that carers did not always turn up on time. One person using the service said, 'Some of my carers are regulars and some are not. They are coming in at different times and at times they are up to an hour early or up to two hours late. I really don't know whether I am coming or going with them sometimes.' Another person said, 'It becomes erratic when some carers go away on holiday and they can come in so late. I spoke to the carers directly and complained, but even now sometimes we get them early and sometimes we get them too late.'

We received positive feedback from people using the service regarding staff attitudes. One person said, 'I am very happy with my carer.' Another person told us, 'The carers are kind and are very polite.' Another person said, 'All in all I get on very well with my carers and the staff at the office are very helpful and friendly.'

Archived: Carewatch (East London)

All Inspections

20 January 2015

During a routine inspection

25 November 2013

During a routine inspection

12 February 2013

During a routine inspection

31 January 2012

During a routine inspection