Archived: South West Independence Limited Care at Home

Below is a summary of what we found. The summary describes what people using the service and the staff told us, what we observed and the records that we looked at.

Is the service safe?

People were treated with respect and dignity by the staff and they told us that they felt safe. One person told us "They really look after you. I feel much better now". Staff had been trained in the protection of vulnerable adults and understood the signs that indicated that someone may be a victim of abuse. They knew how to report this to the relevant authorities in order to ensure someone's safety.

There were systems in place to make sure that managers and staff learnt from events such as accidents and incidents, complaints, concerns and investigations. There was analysis of the causes of accidents or unexpected events and appropriate action was taken. This meant that the service could learn from such events and take action to prevent them happening in future. It reduced the risk of harm coming to people who needed support at home.

The needs of people who required support at home were taken into account when making decisions about the qualifications, skills and experience required when appointing and developing staff. Care staff had gained appropriate qualifications and their knowledge was regularly updated. Policies and procedures were in place to make sure that any unsafe practice was identified and people were protected.

Is the service effective?

People told us that they were happy with the care they received and felt their needs had been met. It was clear from what we saw and from speaking with staff that they understood people's care and support needs and that they knew them well. People's health and care needs were assessed with them, and they were involved in writing their plans of care. Specialist dietary, mobility and equipment needs had been identified in care plans where required.

Care was aimed at maintaining and promoting independence within people's own homes and we saw that this had been successful. Measures were in place to balance safety and effectiveness with the rights of people who use the service to make their own choices.

Is the service caring?

People who used the service described the staff as caring and considerate. There were comments such as "very courteous and kind". Another person said "I have received such kindness and support. I cannot thank them enough". A relative said "They were easy to talk to and approachable. They made things easier in a very difficult situation". A member of staff had been nominated for, and successfully attained, an award for caring from a local charitable organisation.

Is the service responsive?

People's needs were reviewed in response to any changing needs. A new system to review care plans on a monthly basis was about to be implemented. We saw information in people's records which indicated they had been consulted over the care they received.

People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with their wishes. This meant that information about people's preferences was gathered and used to plan care to meet their specific needs. People were supported to maintain relationships with people that were important to them.

The service worked in partnership with other healthcare providers, such as district nurses and occupational therapists, to make sure people received their care in a joined up way.

Is the service well-led?

People using the service had regular opportunities in a variety of formats to have their say about the service. For example, people could discuss their views during each visit with the member of care staff and also during spot checks by the registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service and shares the legal responsibility for meeting the requirements of the law with the provider. People we spoke with said the communication between them and staff was effective. Staff communicated with each other by means of a written communication log which was regularly reviewed by the registered manager. Regular audits were completed and we saw any shortfalls had been addressed promptly. This meant the quality of the service was continuously monitored and improved where necessary.

Staff told us they were clear about their roles and responsibilities. They had a good understanding of the values and principles of the agency and were well supported. This helped to ensure people received a good quality of service at all times.

We found evidence that the care and support provided varied according to people's needs and had been agreed with the individual person.

There was a team of regular staff who were trained by the agency and by the community nurses to provide skilled care.

At the inspection in January 2013 we asked the provider to make improvements to the ways in which they monitored the service they provided. We saw at this inspection people who received a service were asked their views about the care and there was evidence care was satisfactory. The agency had taken action to develop a formal quality assurance system.

Other people were receiving complex personal care and required substantial support to remain in their own homes.

People and their representatives told us the staff who visited them knew them well and respected their wishes. They told us the carers were always polite and considerate. They told us care was arranged to meet their needs.

We found evidence that the care and support provided varied according to people's needs and had been agreed with the individual person.

There was a team of regular staff who were trained by the agency and by the community nurses to provide skilled care.

People who received a service were asked their views about the care and there was evidence care was satisfactory. The agency had not developed a formal comprehensive system to monitor the quality of the service offered or to ensure that it was fully compliant with the essential standards of quality and safety.