Archived: The Old Stables

' Is the service safe?

' Is the service effective?

' Is the service caring?

' Is the service responsive?

' Is the service well led?

This is a summary of what we found-

Is the service safe?

The service had sufficient staff who were trained before carrying out care and whose care practice was supervised and periodically checked on. Existing staff were covering some employee vacancies but the provider was endeavouring to fill these. Risks for people were assessed before care was provided. Staff had information about keeping people safe and reporting concerns. We have made a note for the provider about making the reporting arrangements clearer. People told us they felt safe with their carers. Comments included; 'I have only had kindness and help from my carers, I feel very happy and safe with them.'

Is the service effective?

People told us they were happy with the care that had been delivered and spoke highly of this. Everyone with whom we spoke told us they had been present and fully involved in discussing their needs and choosing services which would be most helpful to them, together with the reviewing of those plans. We saw the agency used the assessments carried out by the local authority care managers to inform their own assessments and devise detailed care plans. Staff told us they were supported to get to know people's needs before they delivered care.

Is the service caring?

Everyone with whom we spoke was very pleased with the care and support they received from their carers. The following was typical of the comments we received; 'I so look forward to my carers coming. It lightens my day, we have a good chat and I hear what is going on. I could not do without their help, they are so good and kind, every one of them." We saw during our visits to people that staff were caring, friendly and kind in their approach.

Is the service responsive?

People's needs had been assessed before they received care. Records confirmed people's preferences, interests and needs had been recorded. Care and support had been delivered in accordance with people's needs and wishes. People told us that they had been consulted and knew how to make a complaint. We received some negative comments about the reliability of timing and consistency of calls which we shared with the provider. We saw the provider had a new system to help them monitor timing of calls. We saw the provider asked staff and people for their opinions and used complaints and comments to identify how to improve the service.

Is the service well led?

Every person our expert by experience spoke with told her that they believed that the carers supporting them did understand their roles and responsibilities. Comments included; 'Yes, I think so. Sometimes when a new one comes I may have to reminder of something or other, but in the main once they have been a couple of times, they do know ' everyone has to learn.' 'Yes, I have girls who have been coming to me for a long time now, they know exactly what they are doing.' No problems at all. My carer knows what she has to do and she does it, it is automatic for her' and 'Yes my carer does know what she is responsible for ' it is in the book anyway, I just need a little help and it has never been a problem for me.'

We made a note to the provider of issues to do with delays in calls and information for staff. We saw the provider had identified areas for improvement and had an action plan to address these.