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Inspection report

Date of Inspection: 22 August 2012
Date of Publication: 25 September 2012
Inspection Report published 25 September 2012 PDF

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

Our judgement

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

The provider was meeting this standard.

User experience

All four relatives confirmed that they had completed the annual satisfaction survey. We viewed four completed questionnaires and these indicated that the staff were very good or excellent. Relatives told us they were able to provide feedback directly to the manager either on the telephone or in face to face meetings. The professional told us that “I would not use their service If I was not confident about what they do” and “I have never had any complaints”.

Other evidence

There were systems in place to assess and monitor the quality of the service provided. Monthly carer meetings were being held. The minutes we viewed recorded the feedback that representatives had provided on the service.

Where issues or concerns were raised the manager responded quickly to remedy problems and ensure the continuity of care appropriate to people’s individual needs.

The manager told us that contract monitoring information was also collated and submitted to the social services and health commissioners who used the service. An annual satisfaction survey was sent out to people using the service and their relatives to obtain feedback from people using the service. Where shortfalls had been identified the manager said that plans would be put in place to address these.