Prior to our visit we reviewed all the information we had received from the provider. During the inspection we spoke with two people who used the service and three relatives and asked them for their views. We also spoke with two care workers, a senior care worker and the registered manager. We looked at some of the records held in the service including the care files for three people.Below is a summary of what we found. The summary describes our findings from the records we looked at and what people using the service, their relatives and the staff told us.
If you want to see the evidence that supports our summary please read the full report.-
Is the service safe?
Staff knew how to respond to any allegation of abuse and were effective in making people who used the service feel safe. A person who used the service told us, 'I feel safe with them.' Another person said, 'I really do trust them, they are the best carers I have ever had.' A relative told us, 'If everyone could have what we have got there would be no elderly people abused or treated badly.'
We found the recruitment practices followed when recruiting staff ensured people were cared for by staff who were of good character, had the appropriate skills and experience. A person who used the service told us, 'They have staff who are suitable.' All care workers were issued with a uniform and given an identification badge (ID) so they could be identified as being from the agency.
Care workers protected people from avoidable harm. A relative told us, 'They did a property assessment, we talked about what needed to be done to make the care safe and easier.'
Is the service effective?
We found the provider had effective systems to involve people in planning their care, and obtaining people's consent for this to be provided. A person who used the service told us, 'I can say what I want, and how, they listen to me.' The person also said, 'They discuss my care plan with me.'
We found staff were effective at meeting the care and welfare needs of people who used the service. A person who used the service told us, 'They always stay the full time, I never feel rushed and they leave everywhere tidy for me.'
We found the service had an effective quality assurance monitoring system. There were a number of comments made on survey forms which included, 'We feel the service continues to improve', and 'The whole package offered by Silver Service Carers is a well thought out caring service.' Other comments referred to the service as being excellent and flexible.
Is the service caring?
We found the care and welfare needs of people who used the service were met in a sensitive and caring manner. A person who used the service told us, 'I enjoy them coming and having a laugh and a joke with them. They are very kind.' A relative told us, 'They have managed providing personal care very sensitively.'
Is the service responsive?
We found care workers responded appropriately when people had the capacity to make decisions about their care and welfare. We saw an entry in one person's care plan stated the person had the mental capacity to be involved in planning their care, but chose to let a relative assume this responsibility. A relative told us, 'They care for them as they would like them to, they can say what they want and when.'
We found the provider responded to the views of people who used the service. A person who used the service told us, 'If I ask for some extra time they get back to me straight away, they never let me down.'
Is the service well-led
We found people's care and support was planned and delivered in a way that ensured their safety and welfare. A relative told us, 'Their whole approach is holistic, it is wonderful.'
We found the service was well led. Care workers told us that staff meetings took place and they could raise anything they wanted to with the manager at any time.