You are here

All reports

Inspection report

Date of Inspection: 25 November 2013
Date of Publication: 4 January 2014
Inspection Report published 04 January 2014 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

We looked at the personal care or treatment records of people who use the service, carried out a visit on 25 November 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff and reviewed information sent to us by commissioners of services.

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 who use the service, their representatives and staff were asked for their views about their care and treatment and they were acted on.

The provider systematically assessed people’s satisfaction with the quality of service they received. People in supported living met monthly with a member of staff to review care planning and were given the opportunity to raise issues about service delivery. People who were supported in their own home or their relatives were contacted weekly to confirm details of home visits for the following week and were asked for any feedback about the service. Staff told us that they checked on people’s satisfaction at every visit.

The provider carried out an annual service user satisfaction survey which was provided in written and pictorial format. The provider produced a quality assurance review report which reported on issues identified from the survey and other sources and set out action for quality improvements. We saw the report for 2012 and the draft report for 2013.

The service monitored staff performance and managers carried out ‘observation supervision’ of staff carrying out their duties. Relatives of people who were supported in their own homes said that they normally had the same care staff, who always kept in touch with them and did not miss visits. They told us that the office communicated effectively with them about any changes and were readily accessible if any problems or issues arose.

There was evidence that learning from incidents took place and appropriate changes were implemented. We saw copies of accident and incident reports by staff and information that demonstrated that the service had responded appropriately.

The provider took account of complaints and comments to improve the service. The complaints procedure was provided in an accessible format that met people’s needs. People we spoke with or their relatives told us they were given information about how to complain when they started using the service. The majority of people we spoke with said they had no reason to complain about the service. However, one person told us that they were not happy with the outcome of their complaint under either the provider’s or the local authority’s procedures to whom the complaint had been escalated. The provider analysed complaints to identify trends and areas for service improvement. We noted that where appropriate issues arising from complaints were identified and these were discussed at staff meetings to feedback on lessons learned.

The provider submitted a quarterly contract monitoring report to the local authority commissioners covering a range of quality assurance issues including accidents and incidents, complaints, safeguarding, casework and specific support issues relating to individuals who used the service. We saw the April to June 2013 report.