Archived: Audley Care Ltd - Bearsted

People spoke positively about the agency with comments such as 'The carers are brilliant. I think Audley is going very well as an agency.' And 'I am very pleased. Everything is first class. I am very satisfied. Very happy.'

We looked at a selection of customer files. These showed that suitable consent procedures were in place; and that reliable care was given to people in accordance with their assessed needs.

We saw that some people needed assistance with their nutritional needs, and the personal assistants carried out the required tasks reliably, and had been appropriately trained.

We examined staff training records and found that the agency ensured that staff were suitably trained for their job roles, and kept up to date with mandatory training.

We found that the agency had a clear complaints procedure in place. Concerns and complaints were followed up, and action to address these was carried out appropriately.

We viewed a variety of records. We saw that these were suitably stored to protect people's confidentiality; and included accurate and up to date information.

We obtained people's views by reading compliments and complaints recorded during the last year, and cards sent into the office. We saw that the care co-ordinator carried out quality reviews when visiting people in their homes to carry out spot checks on care staff, and their comments were also recorded.

People's comments included:

'The care staff have been absolutely fantastic, and we can't thank them enough for their care and kindness.'

'My relative is delighted with the care staff and says the person she usually has is so helpful and hard working.'

'It is great peace of mind for me to know my relative will be helped and looked after when I am away.'