- treating our clients with respect
- involving them in discussions about their care and treatment
- making sure they can influence how we run our service
- providing safe, appropriate care that meets their needs and supports their rights
- protecting them from abuse
- providing proper training and supervision for our staff
- checking the quality of our care and managing any risks.
You can see the full CQC report here – it’s concise and easy to read, and we think you’ll be interested in the insights it gives into our working practices. We can’t help feeling rather proud of the comments in it, so do take a look!
The report in brief
What the CQC says about us
The CQC carries out stringent inspections of home care services – both scheduled and unannounced – on behalf of the government. These inspection visits are to assess how well care providers are performing and what the people using the service think of it. The CQC also checks records, care plans, staff training and other aspects of businesses to get a reliable, rounded picture.
Here are some extracts from the CQC report into our service:
- …comments about the quality of the service were complimentary, for example one person stated: "We can trust this agency, they are really professional." A couple receiving care explained that their care worker "Leaves the room if we speak on the phone, or if we get friends visiting…" They thought that their care worker was "exceptionally respectful."
- One person explained that they wanted to be called Mr (with their surname) until they had got to know their care worker and then by their first name. He confirmed that his care worker [from Care at Home] was the only person, among several agencies he had used before, to respect this request.
- A person asked us to, "Please, arrange for the same agency to stay with my husband when I die."
- Everyone we visited told us about the information folder that had been put in their homes. The folders provided all of the necessary information to ensure a good care for them. A couple…told us that their care worker read [out] their daily notes and records of events and actions made by the care worker, and that they had not experienced this with their previous agency.
- The initial assessment included recording people's preferences, in terms of how they wanted to be helped, how they wanted to be addressed and if they had any special cultural, religious or health-related needs. We saw an example of a person whose cultural preferences had been taken into account when their care was planned.
- The manager showed us a whistle-blowing procedure that had recently been updated when a local authority's contact details changed.
- All the people that we visited told us of staff's knowledge not only regarding meeting their personal care and health needs, but also about their cooking, cleaning, planning and communication skills.
- Each staff member was given a template for personal development. This new template was introduced in January 2012 to be filled in within a six-month deadline. It addressed current changes in the care industry whereby a new qualification, the Diploma in Care, is slowly replacing the previous National Vocational Qualification (NVQ). Care staff were expected to indicate their personal interests and training aspirations in addition to compulsory mandatory training determined by the management. [link to Outcome 14]
- People using the service and their relatives who we spoke with told us that they were in regular contact with the management and that they were encouraged to express their views about the agency either directly, through four annual monitoring visits, or through a yearly survey…people confirmed that the manager rang them, "every Thursday" to ask about the quality of care and their satisfaction with the service provided.