Archived: Fremantle Connect

We returned to the service on 26 September 2013. We found improvements had been made in each area where there had been concerns.

We read four people's care plans. We noted improvements to information about people's support requirements. This meant there was now clarity for staff on how to meet people's needs. Risk assessments had been written for each person. These included moving and handling and health and safety assessments. The assessments identified where, for example, people needed two staff to assist them. Two staff were then allocated to carry out visits to these people. This showed care was planned and delivered in a way that was intended to ensure people's safety and welfare.

The manager had carried out a training needs analysis since our last inspection. Any gaps to individual training had been identified and courses booked for all relevant staff.

We looked at training records for five members of staff. These showed staff received appropriate professional development. There was evidence of several courses being completed since we last visited. These included health and safety awareness, first aid and moving and handling. Dates were identified within the next few weeks for any courses which still needed to be completed. This ensured all staff would complete the full range of training required by the provider.

We found people's personal records were accurate and fit for purpose. Files had been updated since our last visit and old information archived. Documents were easier to locate in care plan files and important details were stored at the front. This ensured staff could find information quickly when needed, such as people's GP details.

Records were kept securely and could be located promptly when needed. We saw all the records we requested were kept in the manager's office. Staff were able to access this when they needed to.

Staff records and other records relevant to the management of the service were accurate and fit for purpose. These included training records and medication records.

We were satisfied the provider had made sufficient improvements to become compliant with these standards.

We found care was not consistently planned and delivered in a way that was intended to ensure people's safety and welfare. This was because risk assessments were not always in place where needed. Care plans had not always been written in sufficient detail to outline support people required.

There were procedures for making complaints. We saw complaints were investigated by the provider and measures were put in place to address any issues.

We also used this inspection visit to follow up on actions arising from our visit in October 2012. Improvements had been made to how staff were supported. Staff felt supported in their roles. There was a programme of on-going courses to develop staff in their roles. We found there were some instances of gaps in care workers' training.

We found improvements had been made to how the service was monitored and assessed by the provider. Surveys had been sent to people to seek their views and a quality audit had been carried out this year.

Records were being returned to the office when completed. We noticed there were gaps on some of the medication records which had been returned.

People who used the service told us they felt safe receiving care from the agency and if they had any concerns they knew who to speak to. One relative we spoke with described the care their relative received as 'good' and told us 'they feel very safe and secure'.

Staff had been provided with appropriate training to give them the knowledge and skills to undertake their roles competently. Staff felt well supported in their roles and enjoyed working for the agency. However there was a lack of monitoring of staff practices.

People told us care staff always asked them regularly if they were happy with the care provided or if they required anything to be changed. Where changes were required, these were made according to their wishes. The agency's auditing system needed to be developed to identify areas where improvements could be made.