21, 22 August 2013
During a routine inspection
Our inspection of the agency took place over two days. On our first day we looked at documents held at the agency's office and spoke with the provider. The documents included policies and procedures, visit schedules and records related to the care and support people received from the agency. We also telephoned and spoke with 15 people or their relatives to obtain their views about the service the agency provided.
On the second day we visited four people in their own homes to obtain their views. We also looked at records kept by the agency in people's homes and where appropriate observed the help people received.
Everyone we spoke with was complimentary about the care workers and told us they received all the help they required. They said care workers never missed a visit and were usually punctual.
A senior practitioner employed by a local authority Adults Services said. 'Like any agency they have their hiccups and occasional grumbles but nothing sticks out. Our service users are generally satisfied with the care the agency provides. There are no serious complaints or safeguarding matters'.
The provider had arrangements in place that ensured consent was obtained for the care and treatment people received; people's prescribed medication was managed safely; there were enough staff on duty at all times with the skills and experience to meet people's needs; the quality of the service was monitored and improved and when necessary notifications were sent to CQC.