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Care Services

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Acorn Care Service, Marsh Close, Sandown.

Acorn Care Service in Marsh Close, Sandown is a Homecare agencies specialising in the provision of services relating to caring for adults over 65 yrs, caring for adults under 65 yrs, dementia, learning disabilities, personal care, physical disabilities and sensory impairments. The last inspection date here was 18th July 2019

Acorn Care Service is managed by Acorn Care Service Ltd.

Contact Details:

    Address:
      Acorn Care Service
      12 Redstone Business Centre
      Marsh Close
      Sandown
      PO36 8EU
      United Kingdom
    Telephone:
      01983409820
    Website:

Ratings:

For a guide to the ratings, click here.

Safe: Good
Effective: Good
Caring: Good
Responsive: Good
Well-Led: Good
Overall: Good

Further Details:

Important Dates:

    Last Inspection 2019-07-18
    Last Published 2017-01-07

Local Authority:

    Isle of Wight

Link to this page:

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Inspection Reports:

Click the title bar on any of the report introductions below to read the full entry. If there is a PDF icon, click it to download the full report.

28th November 2016 - During a routine inspection pdf icon

This inspection took place on 28 November and 1 December 2016 and was announced. The provider was given 48 hours because the location provides a domiciliary care service; we need to be sure that someone would be available in the office.

Acorn Care Services provides personal care and support to people in their own homes. At the time of this inspection the agency was providing a personal care service to 47 people with a variety of care needs, including people living with physical care needs or memory loss due to progression of age. The agency was providing a service to people across the North, South and East of the Isle of Wight.

The agency had two registered managers each having specific management responsibilities. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Recruitment procedures were in place and amended during the inspection to ensure staff were safe to work with people. There were sufficient numbers of care staff to maintain the schedule of visits. Staff told us they felt supported and received regular supervision.

We received positive feedback from people about the service. All people who used the service expressed great satisfaction and spoke very highly of the care staff and the way the agency was managed.

People told us they felt safe and secure when receiving care. Staff received training in safeguarding adults, knew how to recognise and respond to abuse and understood their responsibility to report any concerns.

People’s risk assessments and those relating to their homes’ environment were detailed and helped reduce risks to people while maintaining their independence. Staff were responsive to people’s needs, which were detailed in care plans. People told us they had been involved in care planning and care plans reflected people’s individual needs and choices.

People were cared for with kindness and compassion. People who used the service said their privacy and dignity were respected. People were supported to eat and drink when needed and staff contacted healthcare professionals when required. Staff had an understanding of consent and were clear that people had the right to make their own choices.

People felt listened to and a complaints procedure was in place. The provider sought feedback from people through the use of a regular reviews and a yearly survey. The results from the latest survey were positive. Systems were in place to assess and monitor the quality of the service people received.

18th February 2014 - During a routine inspection pdf icon

Following the inspection visit to the agency office we arranged to visit three people who used the service. We also telephoned people who used the service. We were assisted in this by two experts who had experience using similar services. They contacted 19 people who used this service to obtain their feedback. We also spoke with nine relatives of people who used the service.

Care plans and risk assessments were in place and these were reviewed regularly. These were person-centred and detailed to ensure care staff knew exactly how to care for each individual. People we spoke with said they received regular care reviews, which involved a visit from agency office staff to check their needs were adequately provided for. People told us they got to know their carers well and several said their carers had become their friends. One person said, “They do everything how I like it, they’re very kind and gentle”. Another told us, “It’s very, very good, we totally rely on them and we wouldn’t be able to stay in our home without them”.

A system was in place to ensure people received the care calls they required. If care staff were delayed they informed people to reassure them they would be getting the support they needed. A member of staff was on duty out of office hours to provide advice and support to care staff should they need it. This system meant if a member of staff was absent due to sickness, the member of staff could arrange for their calls to be covered. People told us care staff arrived on time and if they were delayed they received a phone call from the office to let them know. This meant people received continuity of care.

Sufficient staff were available to ensure people received the care they required. Agency and bank staff were not used, and a “floating” carer was employed to cover staff absence. New staff received a thorough induction and ongoing training was provided to ensure staff skills were up to date. People we spoke with said staff always turned up. A relative told us, “We are always warned about a change of carer and Mum is always OK as they are all very good”. The majority of people we spoke felt care staff had the skills they needed. One person said, “When the new ones start they come out with their superiors for quite a while before they let them do it on their own.”

A programme of staff supervision, appraisal and spot-checks was in place, to ensure the quality of care provided by staff was monitored. One person told us, “They come out regularly to check they’re doing the job properly”.

Quality assurance procedures were in place, including consultation with people who used the service or their relatives and an annual questionnaire. People using the service and staff were confident that concerns reported to the manager were acted on quickly. This meant people using the service and staff could influence the service provided by the agency.

19th April 2012 - During a routine inspection pdf icon

We gathered evidence of people’s experiences of the service by telephoning them as this is a domiciliary care agency. We spoke to the service users, their family and the staff who were providing care to them.

People said that the agency had carried out an assessment of their needs to ensure that they could meet them before a service was provided. They told us that the agency had involved them or their relatives in the process.

We were told that the agency provided them with information which included the type of support the agency was able to provide. They were aware of the telephone number and who to contact during office hours, weekends and out of hours.

People described the staff as very kind, friendly, helpful and courteous. They said that they felt that their dignity and privacy was respected when receiving care.

The relatives and people receiving care told us that they usually had the same staff which meant that there was continuity in their care. They told us that they were aware of the times of their visits and staff usually kept to those times.

We were told that they had developed good relationships with their care staff and comments included ‘they treat you with respect. All the girls are very good.’ People told us that the staff had built up a good relationship with their relatives and they had’ a good rapport.’

They said that they would contact the manager and any issues were quickly resolved. One person said’ they are willing to listen’ and this helped to ’iron out any problems.’

 

 

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