The Care Quality Commission

Archived: SAGA Homecare Coventry

Part Third Floor, Queens House, 16 Queens Road, Coventry, West Midlands, CV1 3EG (024) 7655 5664

Provided and run by:
Nestor Primecare Services Limited

All Inspections

11 September 2012

During a routine inspection

We visited the agency office on Monday 10th October 2011. We spoke with the manager, co-ordinators and two care staff who came into the office while we were there. We spoke with three people who used the service to find out their views and opinions of the agency. Care staff we spoke with demonstrated a good understanding of client needs and gave examples of maintaining independence. One member of staff told us, 'I encourage x to do as much for herself as possible, she washes the top half and I do the bits she can't reach'. People we spoke with told us that staff are always polite and treat them with respect. We were told carers are helpful and friendly. One person told us, 'My carer is lovely, she always has a smile and that cheers me up in the morning'.

People told us carers stayed long enough to do everything they needed without having to rush. One person told us "The carers are very good, they look after me well". People we spoke to said they had regular carers who arrive around the same time each day. One person told us 'I know the time my carer should arrive and she is very rarely late'.

Plans we looked at showed staff assisted people to take their medication. One person told us "I can do most things for myself but I need reminding to take my tablets'. Two people whose care we looked at needed help with moving and handling. One person was being looked after in bed and another sat for long periods of time. Clients who need assistance to mobilise should have a pressure area management procedure completed. This is to make sure care staff understand how to manage pressure areas so peoples' wellbeing is maintained.

The agency had procedures in place to make sure people who used the service remained safe and well. People we spoke with told us they had information about making complaints, and would talk to the carers or the staff in the office if they were unhappy with anything. Client reviews were taking place regularly and people were routinely asked if they were happy with the service they received, one person told us 'I am more than satisfied with my carer'.