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Archived: Peterborough Community Care Services DCA

The Old Bakery, 31 Huntley Grove, Peterborough, Cambridgeshire, PE1 4DJ (01733) 344116

Provided and run by:
Care UK Limited

All Inspections

01/05/2014

During a routine inspection

Peterborough Community Care Service is a domiciliary care agency that provides support and personal care to approximately 120 people living in their own homes in Peterborough, March, Ely, Spalding and surrounding areas.

19 of the 20 of the people and relatives that responded to our survey told us they were happy with the care and support they received from their particular care staff, but only half of them said they would recommend the service to others.  People said the service had not always been reliable, but they had seen some recent improvements.

There was no registered manager, but a new manager had been appointed and had started to make improvements to the service.

There was a history of complaints about the service and people did not feel they had received satisfactory responses to their complaints. Records showed that some investigations into complaints had not been completed by the manager or the provider.

Staff felt unsupported, as they had not had regular meetings, but they told us that they had got to know the people they supported and wanted to do the best for them. People were satisfied, overall, that their individual care staff responded to their needs. A typical comment from a person using the service was, “The carers are good. They do everything just as I need them to.”

We saw that the service had assessed people’s needs and agreed with them a care plan which set out when and how they were assisted by staff. We found the new manager was making sure these plans were reviewed and improvements were being made in the way care was coordinated so that everyone received their care at the time it was planned.

We have told the provider to make improvements to the service to ensure all Regulations of the Health and Social Care Act (2008) are being met. The regulations that were breached relate to managing people’s complaints and supporting workers.

4 September 2013

During an inspection looking at part of the service

During our inspection on 22 April 2013 we found that people we spoke with told us that they had experienced delayed care calls and that this had caused them anxiety. They went on to tell us that if a staff member was running late, this information was not always communicated to them by the provider. We also found evidence that sometimes only one staff member turned up instead of the two required to safely mobilise a person. During this inspection on 04 September 2013, we found that the provider had made the required improvements.

Our inspection on 22 April 2013, we found that on review of the Medication Administration Records (MARS) we saw did not evidence accurate documentation to ensure that people were protected against the misuse of medication. In the course of this inspection on 04 September 2013, we found that the provider had made the required improvements to the recording and monitoring of medication administration.

On 22 April 2013 inspection we found that the provider did not have an effective quality monitoring system in place to ensure the safety and well-being of people who used the service. During this inspection on 04 September 2013 we found that the provider had improved their quality monitoring of the service through surveys, audits and detailed action plans.

22 April 2013

During a routine inspection

We spoke with four members of staff, three people who used the service and two relatives of people who used the service.

The three people who used the service and the two relatives of people who used the service we spoke with had different opinions of the quality of care and support received. One person told us that the care they experienced was, 'Rubbish, they (the provider), don't listen to clients wishes.' Another person told us that it was, 'Absolutely brilliant.'

We saw documented evidence that people who used the service were asked to consent to any safe care and support undertaken by staff to help support their independence.

People's standard of care and welfare was not always maintained. Staff had access to care records to ensure that they provided safe care and support to people. However, two relatives and one person who used the service told us that late calls were a problem and this caused them concern.

When reviewing Medication Administration Records we did not see evidence of accurate documentation to ensure that people were protected against the misuse of medication.

There were effective staffing levels in place to ensure the safety and well-being of people who used the service.

We did not see an effective quality assurance system was in place as there had been no audits undertaken since the previous inspection.

There was no registered manager in post at the time of our inspection.

30 November 2012

During a routine inspection

People who we spoke with and who were verbally able to tell us said that they were involved in decisions around their care. One person told us that they, 'Were given choice and [staff] ask [them] what is needed'.

People who used the service that were spoken with told us that they were supported by staff members and their care needs were met. One person told us that staff were, "Friendly and help you". Another person told us that they were, "Happy with [the] care' received'.

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.

Improvements had been made to care records to ensure that people were protected against potential medication errors.

Effective staff training was in place to make sure that people who used the service received support and care from skilled and knowledgeable staff. People who used the service who we spoke with told us that staff were trained to deliver care and support to them.

We saw that an effective quality assurance system was in place and that meant that people's feedback was listened to and reviewed to improve the service where appropriate.

9 June 2011

During a routine inspection

People who use the service told us that they were generally happy with the care staff and the service they provided and they advised that any problems that have normally arisen are due to a lack of communication from the agencies office.