At our previous visit in May 2013 we found that not all of the recruitment information required by regulation had been sought for all staff. We asked the agency to send us an action plan to tell us how they would address these issues. We received the action plan within the agreed timescale. When we carried out this follow up visit on 8th November 2013 we found the agency to be fully compliant in relation to recruitment checks.
We asked the people we spoke to if staff asked for their consent to the care and support that was given. They told us staff did gain their consent, and also said they gave written consent when they signed their care plans. Comments included 'Staff are all lovely, and absolutely respectful' and 'I've signed for the help I get, and they always ask what else they can do.'
People told us that staff did what it said in their care plan and they were all satisfied with the support they received. Comments included 'They've just reviewed the care plan and now we get extra visits.' One person told us 'The staff couldn't be more helpful. And anything my relative likes, they make a note of it for next time.'
People confirmed that they felt safe in the hands of care staff, and those who received assistance with medication were satisfied with that aspect of their support. One person told us 'We are happy with the medication arrangements, including the administration of the eye drops. They liaise well with our family on medication.'
We asked people about the overall quality of the service and responses ranged from 'Nice' to 'Excellent.'
We asked the people we spoke to if staff were respectful towards them. They told us staff treated people who used the service respectfully. Comments included 'They are all very nice' and 'They are very, very kind.'
People told us that staff did what it said in their care plan and they were all satisfied with the support they received. Comments included 'Yes, and if I needed more help they would be willing.' One person told us 'The staff are excellent. I couldn't fault them.'
Whilst the feedback we received from the agency's clients was all positive, when we checked the care records at the agency we noted that there were some shortfalls on record keeping, and on medication administration. The supervisor of the scheme, and the registered manager, told us how these would be addressed.
People who used the service and their relatives confirmed that they felt safe in the hands of care staff, and they told us that staff appeared to be well trained for the work they were doing. Comments on these questions included 'They are very attentive. We all get on well together.'
When asked about the overall quality of the service, answers ranged from 'Really fine' to 'Excellent.'