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Archived: New Forest Homecare

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All reports

Inspection report

Date of Inspection: 26 March 2013
Date of Publication: 22 May 2013
Inspection Report published 22 May 2013 PDF

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 26 March 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

People’s privacy, dignity and independence were respected.

People’s views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

Reasons for our judgement

The agency treated people politely and with respect. We heard a manager dealing sensitively with a relative who had telephoned the agency about a person receiving services cancelling their care calls from the agency. The relative had power of attorney for the person. The manager told the relative that they would put a note on the care system in the office in case the person tried to cancel care calls in future.

People who used the service were given appropriate information and support regarding their care or treatment. We were told that people were given information about the services the agency provided. The information was discussed with people when they were assessed by the agency and the person was given a ‘service user’ guide.

We saw the service user guide; it contained information about the agency. There was a booklet that was entitled ‘What you can expect from the Agency’. The booklet contained information that included the training the care workers had received, tasks that care workers can carry out and an equal opportunities statement. People we spoke to confirmed to us that they had received this guide.

We saw that people had been given ‘service user’ contracts by the agency. The contracts sought consent from the person for the agency to be appointed to provide care services to them. They also confirmed that the services to be provided had been discussed with them. We saw that these had been signed and dated by people using the service.

The registered manager told us that the agency carried out reviews of care with the person and their families where appropriate. We saw details of a review meeting where the persons’ care needs had been discussed. One person told us “I had review but it was a while since. They also helped me check my income as well”.

Another person told us “Somebody from the agency has been round to discuss care with me”.

We were told by the registered manager that people were given weekly details of the times the care calls and the staff member. We were told that these were sent out to people on Fridays and some people had them emailed to them. People confirmed that they knew who was coming to deliver care to them.

People were able to express their views. The agency told us that they had sought the views of people who used it services. We were provided with a summary of the questionnaires which had rated the service as either excellent or good.