Archived: Care UK Community Care Services Wolverhampton DCA

During this inspection we spoke on the telephone with 22 people who used the agency and four relatives. We spoke with the registered managers and office support staff. We also spoke with 14 staff that provided care to people. We sent out 61 surveys to people who used the agency with an additional questionnaire for their relatives to complete. 19 surveys were returned from people who used the agency and 11 from people's relatives.

We found that before people received any care or treatment they were asked for their consent by staff who acted in accordance with their wishes. People told us: 'They (staff) ask me or let me know what's happening' and: 'They (staff) always ask how I am before they start'.

We found that proper steps had been taken to ensure that individualised care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

People who used the service told us that the staff were friendly and provided good care. Staff we spoke with told us that they had received training and support before they started work at the service. One staff member told us: 'I spent one week shadowing other carers, then I felt confident on my own'.

The provider was able to demonstrate that they listened to people who used the service and regularly reviewed and monitored the care to make sure people received appropriate care.

People were involved in care planning and most were 'very pleased' with their care. People commented that their staff were 'A1', 'Excellent' and made them feel safe, although they were not always told if staff were running late.

Staff had ongoing training and felt well supported. Concerns of possible abuse or misconduct were reported to other agencies, suitably acted upon and learned from.

Surveys showed satisfaction with the service but several commented that 'office staff did not listen.' One person told us that the complaints process had not resolved missed calls. We found care delivery had improved to prevent missed calls. The manager and provider were making improvements in response to surveys, incidents and complaints.

A high staff turnover was managed in a way that provided most people with consistent care. Newly recruited staff were expected, which would improve flexibility. Strategies were in place to retain staff. The provider was aware that management tasks were slightly behind schedule, but there would soon be capacity to address this. The manager took action in response to our query to ensure that medication audits were more timely and thorough to protect people's health.