The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Goldsborough Hitchin

1st Floor Latchmore Court, 10 Brand Street, Hitchin, Hertfordshire, SG5 1HX 0844 736 0254

Provided and run by:
Nestor Primecare Services Limited

All Inspections

25 November 2013

During a routine inspection

During our inspection of the service on 25 November 2013, people told us they had been involved in decisions made about the levels of care and support provided to them. One person said, 'They [staff] always ask me before doing anything and make sure it's what I want.'

We looked at records which showed that people's care and support needs had been assessed, documented and reviewed. They were personalised and gave staff clear guidance on how to meet people's individual requirements. One person told us, 'I am really happy with the service I get and wouldn't go anywhere else. The staff are wonderful and look after me very well.'

Records showed that effective recruitment procedures were in place to ensure that staff were fit, able and properly trained to meet people's needs. This included carrying out appropriate checks before staff began work.

We saw that appropriate arrangements were in place to protect people from the risks associated with medicines. One person said, 'They [staff] help me with my medicines and make sure I get what I need on time. They are very organised like that and I have never had a problem with my medicines.'

We looked at records which showed that systems had been put in place to manage risks effectively and to regularly assess and monitor the quality of services provided.

6, 16 November 2012

During a routine inspection

When we inspected SAGA Homecare at Hitchin on 6 and 16 November 2011 we saw that people were treated with dignity and their experiences and views were respected. One person said, "I need some extra help now so I asked them to change the visits. They did another assessment and said that was going to be okay." One relative said, "The staff handled [my relative] with real dignity. Although [my relative] has dementia the staff always listen to what they have to say and tell them that what they want is important.'

People said their care was planned and delivered in accordance with their needs. We saw that care plans were person centred and ensured people's safety. Risk assessments were reviewed every three months. One person said, "I couldn't tell you anything better about my carers. I have had care for [many] years and the carers I have at the moment are excellent."

People were protected because staff could identify the potential for abuse and respond properly by following correct procedures. People said they felt safe. One person said, "I trust my carers completely. They are very gentle with me."

Staff were trained in the skills they needed for their role and were supported by effective supervision and access to up to date information about people they looked after.

The provider had an effective system for seeking people's feedback about the service and acting upon it. The complaints system was robust but we saw that complaints were not always recorded properly.