This inspection was announced and took place on 22 September 2015. We gave the provider short notice of the inspection as we needed to make sure we were able to access records and gain permission from people who used the agency to telephone them.
The last inspection of the service was carried out on 28 August 2013. No concerns were identified with the care being provided to people at that inspection.
G.H Quality Care provides personal care and support to people living in their own homes. At the time of this inspection the agency was providing support with personal care to 50 people.
There is a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People and their relatives were very complimentary about the quality of the service provided and of the management and staff team. One person told us “The girls are all so very kind, helpful and considerate. I really look forward to seeing them.” Another told us “All the carers are really lovely. They are always bright and cheerful and will go out of their way to help you.” A relative described the agency as “The best care company in Bridgwater.”
People had consistent staff that they were able to build trusting relationships with. This ensured people received care from a small number of staff who they got to know well. This aspect of the service was very much valued by people.
Care was planned and delivered in a way that was personalised to each person. Staff monitored people’s healthcare needs and, where changes in needs were identified, care was adjusted to make sure people continued to receive care which met their needs and supported their independence.
Staff were well trained and people were confident they had the skills to meet their needs. One person told us “They are all marvellous and certainly know what they are doing.” Another person said “They must get good training. They are all very professional and knowledgeable.”
Staff were well supported which led to high morale and a happy workforce. Many people commented that staff were always cheerful. One person told us “All the carers are really lovely. They are always bright and cheerful and will go out of their way to help you.” A relative said “This agency is a care company that really does care. I would recommend them to anybody.”
The agency had a robust recruitment procedure that ensured staff were thoroughly checked before they began work. Staff knew how to recognise signs of abuse and all said they were confident that any issues raised would be appropriately addressed by the registered manager. People felt safe with the staff who supported them.
There were systems in place to monitor the quality of the service and plan on-going improvements. People using the service and staff felt involved and able to make suggestions or raise concerns.