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Archived: Choice Healthcare - Barnsley

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Inspection report

Date of Inspection: 5, 11 February 2014
Date of Publication: 15 March 2014
Inspection Report published 15 March 2014 PDF | 91.6 KB

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 5 February 2014 and 11 February 2014, talked with people who use the service and talked with staff. We talked with other authorities.

Our judgement

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

Reasons for our judgement

People we spoke with who used the service were positive about Choice Healthcare. Their comments included, “No qualms with them. I’m glad there are such people about so that I can stay at home”, “I’m happy with them. I would change companies if I wasn’t”, “It’s getting better”, “No problems at all, can have a bit of fun with everyone, it’s great”, “They’re very good, no problems” and “I’m quite satisfied up to now. They’ve been very very good.”

When asked about the staff, people told us, “They’re like family to me”, “Can have a laugh with them, very friendly”, “They’re polite, can have a laugh and a joke” and “They’re very kind to me and I like that.”

People told us that care workers always turned up for visits and were usually on time, with the exception of a few occasions which they said was understandable due to travel problems or other unforeseen issues. People said that someone would usually call to inform them if a care worker was running late by a significant amount of time. The care co-ordinator and staff we spoke with also confirmed that people would be informed beforehand about any changes to their visits. This meant that people were kept informed about changes in delivery of their care.

The majority of people said that they tended to see the same group of carer workers and would be introduced beforehand to any new care workers. One person said, “I always know who’s coming, a new one is coming tomorrow.” Other people said they had a list which told them who was coming the following week. The provider may find it useful to note that one person told us that they never got a list telling them which staff were coming and another person said they received one “occasionally.”

Everyone said that they felt the care workers provided support to meet their needs. People said care staff always left after they had completed all tasks as required in the care plan. One person said it would be nicer if staff had time to “care more and chat” as they were straight in and out although they had no complaints about the service.

At the four people’s homes we visited, we saw that each person had a file containing information which related to their care and support. Each file contained a current care plan for the person as well as a risk assessment and other information pertinent to their care, such as medication records. People told us that staff completed notes in their file each time they visited. We saw where these contemporaneous entries had been completed and they detailed what support had been provided.

Care plans contained relevant contact details for the person and details about what support they required and at what times. Involvement from others was included, for example community care assessments and/or hospital discharge information if the person had been referred from the local authority or hospital. Risk assessments were in place alongside care plans. There was involvement with family members and other healthcare professionals where applicable which showed a holistic approach to care provision. Staff told us that care plans were reviewed at set periods, or sooner in response to any changes. The provider may find it useful to note that there was some confusion between staff members as to how often care plans and risk assessments were reviewed.

The service had an on call procedure which was covered by senior staff who took turns to cover. This meant that if someone called outside of office hours there would be someone available for guidance and assistance. People we spoke with told us whenever they had needed to contact the office they had always managed to speak to someone.