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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 get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

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 experienced care, treatment and support that met their needs and protected their rights.

Reasons for our judgement

People’s needs were assessed and care and treatment was planned and delivered in line with their individual care plan. The registered manager told us that the agency undertook assessments of people prior to receiving services from them. This helped the agency to identify what care needs the person had and to plan for their care. We saw the agencies care needs assessments. The assessments included details about personal care and physical wellbeing, mobility and dexterity, equipment needed, skin condition and continence. We found that some of the details recorded were lacking in depth but when we looked at the care plans they were very detailed. For example, on one assessment we saw that it had been recorded under personal care and physical wellbeing that the person required ‘full assistance’. However, the care plan was very detailed for this person enabling the care worker to carry out the persons’ care needs safely. This demonstrated that the needs of the person were planned appropriately.

We looked at five records. We found that they all had detailed care plans. This meant that staff had clear information about how to provide care to people. On one care plan we saw ‘isolated at present unable to go downstairs due to poor mobility’. They included peoples’ preferences about how they wanted their care to be delivered. On one persons care plan we saw ‘able to communicate her needs but likes her cousin and niece to be involved’. We saw that the care plans were reviewed and had dates on them when this has been done.

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. The agency had completed risk assessments for people. These had all been reviewed and had dates of review upon them. The identified risks and how to manage them were copied through to the care plans so that staff were provided with information about how to deliver care safely to the person.

We saw log sheets for five people that had been completed by the care workers. The log sheets corresponded with the care that was set out on the care plan. This meant that care was being delivered appropriately, safely and to the persons’ preferences. On one care plan we saw that the person wanted to be woken up at seven in the morning. We saw the log sheets that recorded that the person had been woken as detailed in the care plan.

People we spoke to were positive about the services they received from the agency. One person told us “Very good, wouldn’t change. They have got to put up with me no matter what”.

Another person told us “Very happy with the service”.

People told us that the agency were reliable and never missed a care call to them. One person told us “They turn up on time except when weather is bad “.

Another person told us “Sometimes wonder if a bit late but they always turn up”.

The registered manager told us that the agency informs people if they are running late. We saw records of telephone calls made to people to alert them that due to snow the care workers may be late attending the care calls.

There were arrangements in place to deal with foreseeable emergencies. The registered manager told us that computer records of peoples’ details were backed up each night so that information would not be lost. In the event of computer failure we saw that the agency held hard copies of peoples’ care plans and risk assessments. There were copies of schedules of work so staff would know which care calls to attend to. If there were staff shortages the managers would undertake care calls.

People’s care and treatment was planned and delivered in a way that protected them from unlawful discrimination. The agency had an equal opportunities policy that had been included in the service users’ guide. People confirmed to us that they had received this guide. It stated ‘we do not discriminate in any provision of service against or in favour of any person irrespective of age, race, ethnic origin, gender, sexuality, sexual