The Care Quality Commission

Archived: Better At Home (Woking)

Unit 209, The Lansbury Estate, 102 Lower Guildford Road, Knaphill, Woking, Surrey, GU21 2EP 0845 094 5664

Provided and run by:
Better at Home Limited

Important: The provider of this service changed. See new profile

All Inspections

7, 11 December 2012

During an inspection looking at part of the service

This was a follow up inspection to check on improvements that were needed following our visit on 4 October 2012 where we made compliance actions. During this current visit made on 7 and 11 December 2012 we did not speak with clients about their care plans, as we were primarily checking the agency's records.

During our previous visit the clients we interviewed had been satisfied with the service they had received and commented positively on the helpfulness of staff. Those people who had raised any concerns said these concerns had been dealt with appropriately.

Following our current visit we spoke to people on the telephone about their medicines only, and they told us that they were happy with the way their medicines were managed for them by the care staff.

4 October 2012

During an inspection looking at part of the service

This was a follow up inspection to check if this agency had remedied some shortfalls we had identified at their last inspection in May 2012.

Following this inspection on 4th October 2012 we carried out telephone interviews with some of the agency's clients. We chose seven people at random from the agency's records, and five agreed to take part in a short interview.

People told us that overall they were satisfied with the care they received, and said that staff were respectful towards them. They told us they felt safe in the hands of staff from this agency, and thought that generally the quality of the care provided was good.

We were told by the poeple who spoke with us that staff made sure that they received their medication. Staff were described positively, including, staff are "very good."

9 May 2012

During a routine inspection

People who use services and family members said that the staff treated them with respect, listened to them and supported them to raise any concerns they had about their care. People told us that the service had responded to their health needs and that staff talked to them regularly about their care and any changes that may be needed.

One wife spoken with said; 'I found it hard to give care over to the agency but I have been very pleased with the outcome.'

Another said; 'The carers support my husband to do what ever he wants to do, I like the way staff do not try to influence him, it's always about what he wants to do.'

People told us they received care from a small team of staff and were happy with the care received and had no concerns relating to the staff. People confirmed they had recieved a questionairre and were often asked if they were happy with the service provided.

19 April 2011

During a routine inspection

We spoke to five people who use the service following the site visit to Better at Home (Woking). They were picked at random and included both new people to the agency and as well as people who had been with the agency since it started some years before.

They told us that discussed and agreed a plan of care which reflected their wishes and preferences. They all said that staff stay the time they are allotted and that they did not feel rushed. Staff arrive at the appointed time but if they are going to be very late then they contact them. We were also told that they receive a timetable of the staff that will be visiting them each week.

Staff treat people with respect and consideration was given to their privacy and dignity at all times. Staff ask for consent before they provide care or support. One person said 'they talk to me the whole time, checking I am happy with what they are doing for me'. Further individual comments about the staff included, 'The girls are brilliant they are very accommodating', 'The staff are so dedicated nothing is too much trouble', 'they are absolutely marvellous we are so pleased with the care',' the staff are very kind and caring' The agency make sure we are happy with the service by asking us at our monthly reviews and we get a questionnaire occasionally.

Staff have a high standard hygiene with regards to their provision of care within their homes.

People who had had cause to make a complaint were satisfied with the response form the agency staff. If people were not happy with the service they said they would ring the manager and complain.