26 February 2014
During a routine inspection
We looked at records and spoke with a care worker about the service they had provided to one person and spoke with the business manager for the agency. The person had their care needs assessed and they and their relatives were involved in this assessment. There was no individualised plan of care to meet the person's care needs or minimise any risks to the person or care worker available in the office. In addition there were some inconsistencies in the information collected.
The care worker had been recruited appropriately and had experience, training and support which meant that they could appropriately care for the person.
The systems for collecting people's views about the service had yet to be finalised and were not appropriate for the service the agency was providing. The agency was not showing that the systems for ensuring that people had received a service and were charged appropriately were robust.