Archived: Audley Care Coventry Limited

People we spoke to said they were consulted about their care and had given their consent for the agency to provide the support required. Care staff we spoke with understood the clients' needs and gave examples of promoting independence. One member of staff told us, 'We encourage x to do as much for herself as possible, she has good days where she can do more for herself than others'. Clients we spoke with told us that staff treated them with respect and maintained their privacy and dignity, one person said, 'My carer treats me with the outmost respect, I have never felt embarrassed when she is providing my personal care'. People said they are encouraged and supported to do things for themselves. One person told us "I am able to do most things for myself but I need help to have a shower'. We were told carers are polite, helpful and friendly. People told us carers stayed long enough to do everything they needed, they said staff take their time and don't rush. One person said "My carer is excellent, we get on well".

Plans we looked at provided staff with good information about the care support required. People we spoke to said they had copies of care plans in their homes. Care files we looked at showed that risks associated with the care of clients are assessed and reviewed. Records showed that assessments for managing pressure area care had been completed, but where risks had been identified how pressure areas were managed had not been transferred into the care plan, and this needs improving so care staff have clear instructions on how to prevent and manage pressure area care.

Staff will assist people who are unable to take their medication as prescribed. A record of medication is recorded in the clients care plan including how the medicine is administered. We were told that medication administration records (MARS are audited during spot checks and when they are returned to the office. We looked at a returned medication chart and there were gaps in the record for one of the clients' tablets. There was no evidence on the chart to show this had been audited. The medication auditing procedure should be improved to clearly demonstrate that records have been checked and any gaps are identified and acted on. The director agreed to do this. Records confirmed staff complete medication training but there also needs to be evidence that care staff are assessed as competent before assisting people with medicines.

Staff we spoke to knew what they would do to keep people safe and records confirmed staff had completed safeguarding training. Staff knew about the whistle blowing procedure and said they would report poor practice to the office. We looked at the recruitment records for two members of care staff, all the required documents were available to evidence staff are properly checked before they start working with clients.

Records confirmed that clients have regular reviews and staff complete ongoing training and have spot checks to observe practice. Spot checks include the use of protective clothing including disposable gloves, aprons and the use of hand gel.

People who use the service told us they had information about making complaints and would talk to the carers or the staff in the office is they were unhappy with anything. People we spoke to said they were happy with the care provided and had recently been contacted by the agency for their views of the service.