Archived: Care UK Specialist Care at Home Service DCA

Records that we looked at evidenced that people were involved in choosing how and when they wanted their care and support. This indicated that people were involved in planning their care on a daily basis. Staff knew exactly how each person communicated which meant people's wishes were understood and respected.

One person using the service told us "they ask me if I am happy and will change something if I am not" and another said "I have the same staff come and see me each week - I like that as I know the girls and they know me. They always arrive on time and will stay longer if I need them to".

A family member told us "the in home care service is exemplary. The carers are positive and caring. He is constantly confused when re meeting carers, however, when my dad meets them he will eventually recognise them as familiar, and call them his 'angels'. He is often challenging but they know to handle him gently and with respect. I believe that they go 'the second mile' with his care".

People said that they received support as detailed in their plan of care. They considered that their needs were met in a respectful way and all staff were polite.

People said they were involved in the assessment and care planning process and any changes in need were acted upon.

Comments we received about the service included: 'Fantastic', 'We know all the carers well' and 'the care enables X and Y to stay together.'

People were safeguarded from possible abuse by the policies and procedures followed by the service and training given to staff.

People were supported by staff that had been recruited in a safe manner. Induction and ongoing training had been undertaken by staff to ensure they had the appropriate skills to deliver care. One relative said that care workers 'go the extra mile', when supporting their family member and were complimentary about care workers knowledge of supporting people who had dementia.

The service had a comprehensive quality assurance system and acted on any concerns or complaints they received. Feedback was sought regularly from people who used the service and their representatives.

Records required for the running of the service were up to date, accurate and stored securely.