At our previous visit in May 2013 we found that not all of the recruitment information required by regulation had been sought for all staff. We asked the agency to send us an action plan to tell us how they would address these issues. We received the action plan within the agreed timescale. When we carried out this follow up visit on 8th November 2013 we found the agency to be fully compliant in relation to recruitment checks.
We asked the people we spoke to if staff asked for their consent to the care and support that was given. They told us staff did gain their consent, and also said they gave written consent when they signed their care plans. Additional comments on this question included 'I've been involved when they drew up the care plan. They treat me perfectly. I haven't got a word to say about one of them' and 'I've signed my care plan. They keep a good record of my personal preferences.'
People were asked if staff did what it said in their care plan and whether they were satisfied with the support they received. All the replies were positive and included 'Yes, and they encourage me to be independent.' One person told us 'They look after me very well.'
People confirmed that they felt safe in the hands of care staff, and those who received assistance with medication were satisfied with that aspect of their support. One person told us 'Medication works well now that they have taken it over.'
We asked people about the overall quality of the service and responses included 'More than adequate', 'Generally good', and Absolutely perfect.'
We asked the people we spoke to if staff were respectful towards them. They told us staff treated them respectfully. Comments on this question included 'They are absolutely great' and 'They are perfect. I couldn't fault one of them. They're polite and they are kind.'
People confirmed that staff did what it said in their care plan and those we spoke to were satisfied with the support they received. One person told us the staff from the agency were 'Very observant about my personal care.'
Whilst the feedback we received from the agency's clients was all positive, when we checked the care arrangements at the agency we noted that there were some shortfalls. This included insufficient guidance for staff on risk assessments, and care plans that were not up to date. We also noted that there were shortfalls on medication administration.
People who used the service and their relatives confirmed that they felt safe in the hands of care staff. They told us that staff appeared to be well trained for the work they were doing. When we asked about the overall quality of the service, answers ranged from 'Very good' to 'Nearly perfect.'