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Archived: Hazelmere

The provider of this service changed - see old profile

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Inspection report

Date of Inspection: 5, 15, 16 September 2014
Date of Publication: 30 October 2014
Inspection Report published 30 October 2014 PDF

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

Not met 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 September 2014, 15 September 2014 and 16 September 2014, talked with people who use the service and talked with staff. We reviewed information given to us by the provider, were accompanied by a pharmacist, talked with commissioners of services and talked with other authorities.

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

Care was not planned and delivered in a way that was intended to ensure people's safety and welfare.

Reasons for our judgement

Before this inspection we received concerns that people’s health and welfare had been put at risk. People told us that due to staff shortages people were not receiving care at the allocated time and sometimes people were not receiving care at all.

During this inspection we spoke with 15 people who used the service and two relatives. We asked them for their views on the service that was provided at Hazelmere. Seven people told us that there were times when their carers never turned up and they were often late. Four of them said they never stayed for all of their allocated time. Two people told us that they required two carers to hoist them but on many occasions only one carer turned up. One person said this affected their confidence and as a result they did not allow only one carer to hoist them. Three people said they felt rushed as they knew the carers needed to be providing care for somebody else. One person said they do not receive domestic care although they still pay for it. Other comments from people included; “My regular carers are smashing and really respectful”, “The carers always look in to check I am fine”, “They are marvellous”, “My carers are very good”, “I was not given the chance for any input and no choices were given to me with regards to timing”, “I never know when they are coming sometimes. It could be 9.30am or it could be as late as 3.30pm. The communication is poor”, “They have been very late a couple of times but they do try to let us know”, “Things have improved but it used to be terrible. The new manager has made some changes and it's marvellous now”, “There are quite a few Monday’s when they don’t come” and “They are supposed to come and change my pads. I don’t like being left and I don’t want to be sat wet for a long period of time. I am frightened people will think I am lazy or smelly. I get soaked through my clothes when they don’t come”.

We looked at the care plans for six people who used the service. The care plans showed how the needs of the people who used the service were to be met, including any risks to their well-being. The care plans covered areas such as physical, emotional, nutritional, mental health, social and domestic needs. Risk assessments were in place for each risk that was identified. However, all of the care plans we had looked at had not been reviewed since the provider took over the service in December 2013. This made it difficult to tell if they were an accurate reflection of people’s current needs.

Information about the support people needed with medicines was recorded within their care plans when they first started to use the service. However, we found that this was not always kept up-to-date where people’s medicines needs changed. For example, one person had chosen to self-administer a recently prescribed medicine, but this was not reflected within their support plan. Similarly, support plans did not always include an up-to-date list of their currently prescribed medication.

Most of the people spoken with confirmed that staff were quick acknowledge changes to their needs and the appropriate changes were made. However, one person told us that their carer tried to give the wrong tablets when their medication had changed. Two people spoken with were not aware that they had a care plan and three people told us they had not been involved in the planning of their care. All of this meant that people’s health and wellbeing had been put at risk.

We saw that on each occasion when care had been delivered late, that a record was made of this. We noted that each person received late care on several occasions. On some of the occasions, care was delivered considerably later than the required time. This showed that people’s health and wellbeing had put at risk.

There were activities available on site for people to attend if they wished too. We saw that there was a hairdresser on the premises and a restaurant. There were plenty of communal places for people to socialise