Archived: United Response - Cornwall DCA

Comments included, 'nothing is ever to much of a problem', 'not just a place to be cared, it's a home', and 'X's life has been transformed, X is a totally different person'.

One relative told us, the organisation has 'totally transparency' and that they are 'passionate about what they do'. Two relatives shared with us that since there had been a change of manager of one service, concerns were dealt with and communication had improved.

As part of our inspection we spoke with and visited people who used the services of United Response, and their relatives. We met and spoke with the registered manager, area manager, managers of individual services and support staff.

We found, people's views and experience were taken into account in the way the service was provided and delivered in relation to their care.

Care and treatment was not always planned and delivered in line with their individual care plan.

Although the provider had taken steps to identify the possibility of abuse and prevent it from happening, recent events had demonstrated that the provider needed to look at further measures to ensure peoples understanding and competency.

People were care for by staff who were supported to deliver care and treatment safely and to an appropriate standard.

The provider did not have an effective system to regularly assess and monitor the quality of service that people received.

The majority of people who used the service, who we met with, had very limited verbal communication skills. The people we were able to speak with were very happy with the support they received from United Response. Everyone we met looked well cared for. We spoke with several United Response support staff, and all were very positive about the service, and about their experience of working for United Response.

Documentation regarding the service provided was to a good standard. For example care plans provided clear information regarding care and what support staff needed to assist people with.

Staffing levels were good, and there was evidence that staff had received suitable recruitment checks. Staff training was to a good standard. The service had a good quality assurance system in place which should ensure service was maintained to a good standard and improvements were made as necessary.