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Inspection report

Date of Inspection: 18 November 2013
Date of Publication: 17 December 2013
Inspection Report published 17 December 2013 PDF | 77.45 KB

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

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 18 November 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.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

We were supported on this inspection by an expert-by-experience. This is a person who has personal experience of using or caring for someone who uses this type of care service.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

People spoken with told us they had every confidence in the manager and the team. We were told they were a visible presence in the home. People also said the manager sometimes delivered care and they felt this helped them to understand what worked well in the home. Comments we received included “The manager is very responsive to any requests or queries.”,"They make sure we are informed of any changes. We are involved.” And “I am very impressed with everything. I know this is the right place for my relative.”

The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of the people who used the service. Information showed that the service had a range of quality assurance systems in place to help determine the quality of the service offered. Audit checks reviewed on the day of our inspection included all the services provided, staff files and care records.

We saw in the care records people had regular reviews of their care, which were undertaken with their relatives, the multi-disciplinary team and the local authority or other representative where appropriate. These reviews showed decisions about care and treatment were made by the appropriate staff at the appropriate level.

Records showed that accidents, incidents, complaints were recorded and appropriate action taken. We saw evidence of the complaints procedure and a copy of this was displayed for people to see. Although there had not been any formal issues for some time, we saw evidence of resolution to previous complaints. This meant people could be assured their complaints would be responded to in a timely way, in line with the provider’s policies and procedures.

The provider used a survey which was undertaken annually with the people who lived at Riccall House Care Home and their representatives. These results were shared with people who lived here and their relatives, as well as the care staff. The information was then used to support the quality assurance systems and to develop future plans for the home.

In addition to this there were residents and relatives meetings and regular care staff meetings. We saw the minutes of these, as well as records of any action taken. This meant people who used the service, their representatives and staff were asked for their views about their care and treatment and these were acted on.