A professional live-in care service
It is important to us that the management team from the office make calls to speak to the the many people who use our services about their satisfaction with the good living in care provided. We also perform spot checks, which are an announced inspection visit to the home to make sure that the standards are the highest they can be and this report is signed by the person being cared for. In addition, we send out both staff and customer surveys to ask about the quality and satisfaction with the service provided.
At any time a review of a person’s care needs can be requested and their care plan updated, this is automatically done when we see changes. At all times people are fully involved in planning their care and making decisions about the care being provided for them. The care plan is often discussed with people’s relatives when making joint decisions in the best interest of people being cared for and consent is sought for this.
Full notes about the care provided are kept in an accessible folder in the home which the customer or their family can review at any time. This folder also has the full care plan along with rich background information which details previous and current hobbies and interests that provides a source of stimulation, good conversation and interesting activities. The folder can also hold a number of other materials, from detailed information sheets and gentle exercise to more clinical forms which can record food and fluid intake along with full risk assessments and complete medical and family contact details for emergencies.
As a care-giving organisation, we are routinely checked through unannounced visits to make sure our customers and their families are receiving the support from us that they need and deserve.
The Care Quality Commission (CQC) is tasked with making these checks – talking to staff, patients and visitors and observing how we conduct ourselves in our daily work.
Findings from the Care Quality Commission
Care and Support was well co-ordinated and there were regular reviews
Care Quality Commission
People were involved in the planning of their care and support
Care Quality Commission
We saw evidence that staff were trained and monitored
Care Quality Commission
Staff received inductions and ongoing mandatory training to ensure that they were competent
Care Quality Commission
Care staff were supervised to monitor their performance and development needs
Care Quality Commission
The agency has an effective system to regularly assess and monitor the quality of the service
Care Quality Commission
People and their relatives were positive about the care and support they received
Care Quality Commission
People had been involved with the planning and reviewing of their care
Care Quality Commission
People were satisfied with the care and support received
Care Quality Commission
People felt involved in the review of their support needs and have always been able to state their preferences and views
Care Quality Commission
Relatives we spoke to told us that they had been involved in reviews of care and support
Care Quality Commission
Relatives were regularly contacted by the management team to ask them if they were satisfied with how care and support was being provided
Care Quality Commission
Relatives were positive and pleased with the support their relatives received
Care Quality Commission
The care staff were knowledgeable about the range of care and support needs
Care Quality Commission
There were risk assessments in place to ensure, as far as possible, that people remained safe
Care Quality Commission
Monthly audits were carried out by senior staff
Care Quality Commission
Medicines were being accurately administered and recorded
Care Quality Commission
Medication awareness and administration training sessions were provided and refresher training was given
Care Quality Commission
Staff also received annual medication competency checks to monitor that they were safe
Care Quality Commission
Staff were positive about the training they had received
Care Quality Commission
We saw evidence of regular training sessions
Care Quality Commission
Staff received regular three monthly supervisions and an annual appraisal
Care Quality Commission
Staff felt well supported and managed and that they could always raise concerns
Care Quality Commission
The manager and senior staff hold weekly management meetings to monitor key areas
Care Quality Commission
We saw copies of recent audits that monitored areas for action and development
Care Quality Commission
