Archived: Hales Group Limited - Stevenage

We looked at records which showed that people's care and support needs had been assessed, documented and reviewed. They were personalised and gave staff clear guidance on how to meet people's individual requirements. One person told us, 'They [staff] always deliver what I need with a smile. They are a pleasure and I wouldn't change [provider]. I am very happy.'

Records showed that effective recruitment procedures were in place to ensure that staff were fit, able and properly trained to meet people's needs. This included carrying out appropriate checks before staff began work.

We saw that appropriate arrangements were in place to protect people from the risks associated with medicines. One person said, 'They [staff] help me make sure I take the right medicines on time. They are very good at that.'

We looked at records which showed that systems were in place to regularly assess and monitor the quality of services provided.

Documentation showed that people's care needs were assessed and care and treatment was planned to meet them. However, there were omissions in one care plan which left care workers without guidance on certain aspects of care. Risks were assessed and addressed. However for one person two risks had been identified by a specialist and they had not been assessed or addressed by the agency.

People who used the service trusted their care workers and felt safe with them. Care workers and the staff had a good understanding of safeguarding practice and how issues should be escalated.

Relatives of people who used the service said they found care workers competent. Documentary evidence showed that care workers received comprehensive induction training refreshed annually. There was also evidence that care workers had formal sessions with senior members of staff where they could discuss their training and development.

The provider had systems in place to gather people's views about the quality of the service provided. People had a say in the running of the organisation.