We the Care Quality Commission (CQC), visited Tracey Vale on 29 March 2012, and again on the 13th April 2012. We looked at both of the regulated activities that Devon County Council operated from the Tracey Vale location. These were accommodation for persons needing nursing or personal care (i.e. a care home without nursing), and the activity of personal care, which was a domiciliary care agency, providing support to people in their own homes. We returned to visit the domiciliary care agency again on the 13th April 2012 to meet with the manager. We also carried out a series of visits and telephone calls to people receiving services from the domiciliary care agency, and staff working for them. This gave us information on people's views on the services provided. There were 32 people at the home on the day of our visit. We saw or met the majority of the people living at Tracey Vale. We spoke privately with six people to hear their views and experience of living at the home. We also spoke with two relatives, four visiting health/social care professionals, care and ancillary staff and the registered manager.
Overall people told us they were happy with the care and support they received at the home. People told us the staff were 'very caring, nice, respectful and understanding'. People told us that the staff respected their privacy and dignity. We observed care staff providing care for people with patience and kindness.
People made positive comments about the food, telling us there was a good choice and variety and the portions were good. People felt the routines within the home were flexible, meaning they could make decisions about how to spend their day, when to get up or go to bed for example.
A repeated theme for improvement at the home from people living there related to the lack of meaningful occupation and activities. Some people told us they were unaware of any activities provided at the home. Some people told us they were often bored and had nothing of interest to occupy them.
We spoke with two visiting relatives, three visiting health professionals and one social care professional. Family members told us they were happy with the care and support provided to their relatives. We were told that the home was 'pleasant and friendly' and that staff were helpful, that they understood people and treated them with respect.
Visiting health and social care professionals told us they had never encountered any problems at the home. Professionals felt that staff knew people well and had a good understanding of their needs. One professional told us, 'Staff treat people as individuals here'. Another health professional said, 'personal care is well attended to'. Another professional told us the home communicated well with them and that staff were skilled, competent and able to meet people's needs.
Wit regard to the domiciliary care service, we spoke to or visited fourteen people receiving a service to gather their views. Devon County Council was changing the service provided, from traditional domiciliary care to providing a re-ablement service, which helped maximise people's independence over a short term period, usually up to six weeks. This might have been for example following a hospital admission or period of illness. We spoke with and visited people receiving both services, and also to six staff.
One person told us that their service had deteriorated as their usual carers had moved onto the re-ablement service and they were now receiving care from several new people, rather than their previous known carer. They told us :"I am never sure who is coming. They don't always know what needs to be done. "
However, people also told us that their carers were flexible and that if they needed additional support they could contact the office. One person told us about the arrangements in place for an emergency call, which helped meet their needs and gave then re-assurance.
People told us that their carers were usually on time and that they mostly received the correct allocation of time. Carers all carried identity cards.
Comments such as
"a very good staff, usually the same carers",
"I have no complaints. The staff are really wonderful. They're very flexible if I need to change my times";
"lovely women";
"I've got to know them well and we all have a laugh",
"staff are wonderful, really excellent well trained";
"usually on time"
and "I don't know how they do the job for the money they get". were typical.
People repeatedly told us staff had got to know them well and understood their needs.
One person told us they had specified they wanted male carers and these were supplied, with the exception of in emergencies or holiday cover. Then the staff worked round the situation, for example giving the individual a wash instead of a bath, until a male carer was available.