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Inspection report

Date of Inspection: 16 July 2013
Date of Publication: 21 August 2013
Inspection Report published 21 August 2013 PDF | 77.22 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 16 July 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, 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.

Our judgement

People experienced care, treatment and support that met their needs and protected their rights.

Reasons for our judgement

Comments from the two people we talked with who received a service included, “They’re good with you, I have no complaints” and “People are happy and pleasant.” The two relatives we talked to told us that a high standard of care was provided. “They’ve always cared for my relative very well,” one person told us. Another person told us “I’m very happy with the care that has been given.”

Care and treatment was planned and delivered in a way that ensured people’s safety and welfare. For example, records showed that specialist assessment and equipment had been obtained which had led to the effects of one person’s medical condition being alleviated. Records showed that staff had received training in using the new equipment and that the equipment had been successfully employed.

We attended a staff handover meeting where staff were advised of changes to the care provision for individuals, for example advice provided by health professionals who had visited that morning. Guidance was provided to staff at this meeting on how the needs of individuals should be met. For example for one person whose appetite had not been good that day information was shared on what had done to address this. This meant that a consistent approach had been taken to meeting people's needs. Records seen showed that the needs of people who were monitored for their nutritional intake had been met.

People’s needs were assessed and care and treatment was planned and delivered in line with their individual care plan. We saw that there was an assessment and care planning process which took into account all of the person's assessed needs. Records seen included for example care planning for washing and dressing, hygiene, emotional wellbeing and physical health. We also saw that risk assessments had also been undertaken regarding a range of issues such as falls. We saw that arrangements had been put in place to prevent one person from injuring themselves from falls and staff showed us the arrangements in place. They told us that since the arrangements had been put in place the person had had no further falls. This meant that the service had taken action to ensure the aim of maintaining the person’s safety was achieved.

We found that care plans included guidance for staff in assisting the individual. For example for one person who was assessed as confused and at risk at times, the care plan guidance described the tone of voice and approach and strategy that staff should adopt. During our visit we saw on one occasion that the person appeared disorientated and distressed. We noted that staff took the approach recommended in the care plan and that this helped reassure the person and orientate them. We saw that the care records for the four people we looked at all included a section which guided staff on how the person preferred their care to be provided.

We saw there was regular involvement of other professionals in people's care such as general practitioners, district nurses and occupational therapists. We saw that the advice given by health professionals was written up in care plans and daily records. We saw that their advice was also relayed verbally to staff at the team handover meeting we attended. This demonstrated staff had appropriate clinical advice from professionals available to them to deliver care and treatment appropriately and safely.

During our inspection we observed people and staff in the main sitting room for part of the morning and during lunch in the dining room. We saw that staff were responsive to people and supported and encouraged them to engage with them. For example with one person who sat separately from other people a member of staff engaged them in an individual activity which they enjoyed. We saw that staff involved people in social activities such as flower arranging on the day of our visit. Individual activities carried out by staff included manicure treatment.

There were arrangements in place to deal with foreseeable emerge