Archived: Notaro Homecare

We saw that people who use the service were given choices about their care.

We saw that care plans were personalised and were regularly reviewed to reflect the changing needs of people. People told us "the staff are very discreet and maintain my dignity" and "the staff are very kind and caring".

We saw that staff received regular training at induction and throughout their employment, including safeguarding and we saw and heard that the manager had an excellent knowledge of how to ensure that people were protected from the risk of abuse.

We saw that the manager monitored the quality of service provision thoroughly, both informally and formally.

The people we spoke to were complimentary about the agency. One person told us "I'm very happy with Notaro. They're always very helpful and considerate". Everyone we spoke to knew they had a care plan and told us "if things need changing they do (review it)". The care plans we looked at were detailed, personalised and included individualised risk assessments.

People's care files included consent forms which applied to different aspects of the person's care such as medication and finances. The forms were signed by the individual or by their family members where the person lacked capacity. People told us staff asked their permission when providing care.

People told us they felt safe with the staff who visited them and knew how to raise an issue if they were concerned. There was an effective safeguarding procedure in place.

We observed an effective system in place to manage staff absence and people told us they felt the agency was reliable. One person told us "there was never an occasion when no one turned up" and another person told us "you can depend on them".

There was an effective complaints system in place and everyone we spoke to told us "I can phone the office if I have a complaint".