Archived: Aquaflo Care Limited

' Is the service caring?

' Is the service responsive?

' Is the service safe?

' Is the service effective?

' Is the service well led?

This is a summary of what we found-

Is the service safe?

Risk assessments were in place which set out how to support people in a safe manner. Staff we spoke with told us they had received training in various health and safety related subjects including first aid and moving and handling people. The service had carried out pre-employment checks on staff including criminal records checks to make sure they were suitable to work with vulnerable adults.

Is the service effective?

Most people we spoke with expressed satisfaction with the care and support provided. One person told us "I've never had any problems. They help me to have a bath and put my clothes on." We found that care plans were in place which set out how to meet people's individual needs. Staff we spoke with were aware of the contents of care plans and how to support people.

Is the service caring?

People told us they were treated well by the staff. One person told us "I like the girls who come, you can have a chat with them." Another person described the staff as "lovely" and "very polite." Staff we spoke with told us how they promoted people's dignity, for example by enabling people to make choices and supporting them to be as independent as possible.

Is the service responsive?

The service carried out assessments of people's needs before they began providing a service. We found that people were able to be involved in planning their care. Care provision was reviewed every six months to ensure it was in line with people's changing needs. The service had a complaints procedure in place. We saw that complaints were recorded and responded to appropriately to ensure people's concerns were responded to.

Is the service well-led?

The service had a registered manager in place and a clear management structure. Staff told us that they found senior staff to be approachable. Various quality assurance and monitoring systems were in place. These included seeking the views of people who used the service. Records were accurate and up to date and stored securely.

Staff had been trained in the safe administration of medicines to ensure people received their medicines safely. However, the policy was in need of review.

People told us they knew how to make a complaint but did not feel their complaints were dealt with appropriately. This was because doing so did not improve the quality of the service where they felt the standards were lacking.

Records available for inspection were not easily accessible or accurate. Therefore people were at risk of receiving unsafe or inappropriate care.

Staff had been trained in safeguarding vulnerable adults and all said they knew how to report any concerns.

People told us they knew how to make a complaint although most did not remember if they had been given a copy of the complaints procedure. Two people we spoke to told us that they had previously made a complaint which had been resolved to their satisfaction.

Staff recruitment was safe but not all documentary evidence was available for inspection.