Archived: Mears Care - South Gloucestershire

We spoke with six people who used the service or their relatives by telephone during the inspection. The people we spoke with were very complimentary of the care provided by the agency. Comments included, 'the carers are brilliant', 'I think they really help me maintain my independence, I really do', 'they provide very good care for my mum, I know she is taken care of and that's a great weight off my mind'.

Appropriate checks were undertaken before staff began work. We saw checks had been made with the Disclosure and Barring Service (DBS) before staff were employed.

The manager showed us how the provider kept a central computer based record of information about staff, which included their training records, appraisal dates, supervision dates. This system would not allow staff to be booked to provide care if their records were not up to date. We saw the training matrix plan for the agency branch which showed all basic training courses were up to date.

We looked at the information packs given to people who use the service and saw they included copies of the complaint procedures, names and numbers on who to contact in the event of a complaint. For those people whose care was paid for by the local authority, we saw their contact details and information how they would handle a complaint on the persons behalf.

We found that people's needs were assessed and individual care plans written to meet assessed needs. We saw the provider had a system in place to check that care plans were followed.

Staff were trained in safeguarding and they were able to tell us what action they would take if abuse was suspected, witnessed or alleged. We found the provider had responded appropriately by raising concerns to the correct people on four occasions in the last six months.

The provider ensured there were enough qualified, skilled and experienced staff. One staff member told us "they try to keep you to the same clients because they get to know you". One person told us they were "very happy with the staff" and that they "wouldn't change them for the world, I really couldn't do without them".

The provider asked people and their representatives for their views and made changes as a result of comments made where appropriate. Family members and staff told us they were able to make comments on how the service was provided. One person told us "they encourage you to tell them if you're not happy" and "they'll change things if needed".