1 April 2014
During a routine inspection
This is a summary of what we found-
Is the service safe?
At the last inspection in July 2013 we found the service was non-compliant in four outcomes. The service was asked to send us a report saying what action they were going to take to achieve compliance. We carried out this inspection to check whether the service had completed these actions. We found the service had completed an action plan and achieved compliance.
At the last inspection the service did not have suitable arrangements in place to record people's financial transactions. We found at this inspection that suitable arrangements were now in place. This told us that the service had made arrangements to safeguard people using the service from financial abuse.
We spoke with fourteen carers by telephone following the inspection. They told us their family member was treated with dignity and respect. They also told us that their family member's opinions were sought so they were involved in deciding on what activities they would like to participate in. All the carers told us that they felt their family member was safe whilst being supported by the support worker.
We spoke with two people by telephone who had received support from the service. They told us that staff treated them with dignity and respect and that they felt "safe". One person commented: 'they [the staff] listen to you and respect you'.
All the staff spoken with were clear about what their roles and responsibilities were and the action they would take if they saw or suspected any abuse. We saw that the service had a process in place to respond to and to record safeguarding concerns. At the last inspection the service did not have a copy of the local authority safeguarding policy and procedure and telephone numbers for keys contacts. At this inspection we found that the service had a copy of the local protocols and followed them to safeguard people from harm.
Is the service effective?
People's support needs were assessed with them and/or their representative. Carers spoken with told us that their family member where able, was involved in their support planning. One carer described how their family member was involved in their support planning and was asked how they wanted to be supported and their personal likes and dislikes. Another carer described how their family member chose each week what activities they would like to do.
Is the service caring?
Carers spoken with made positive comments about the staff and volunteers and the support their family member received. Their comments included: '(the support worker) is fabulous, I would give them ten stars', 'the support worker is smashing', 'the support worker is very good, very professional, she gets here on time and stays the full time', 'the regular support worker knows her [family member] really well and she [family member] looks forward to them coming'.
People's personal preferences and interests were recorded in support plans and support was being provided in accordance with people's wishes. One carer commented: 'if our regular support worker is on holiday, we are always asked if we want someone to come to cover'.
When speaking with staff it was clear that they enjoyed supporting people using the service.
The service contacted a sample of people using the service each month. Where shortfalls or concerns were raised these were taken on board and dealt with.
Is the service responsive?
Carers spoken with told us that they had not been given a copy of the service complaint's process but told us that if they had any concerns they would ring the office. We spoke with the service manager and they assured us that people and/or their representative would be given a copy of service's complaint's procedure. One person told us that their carer had rung the office recently about a concern and that the office staff had listened and sorted it out.
Is the service well-led?
Quality monitoring systems were in place to make sure that managers and staff learned from audit checks. As a result the quality of the service was continuously improving.
Staff told us they were clear about their roles and responsibilities. The service held regular staff meetings to review the performance of the service. This helped to ensure that people received a good quality service at all times.