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Archived: Individual Care Services - 14 Marble Alley

This service is now registered at a different address - see new profile

All reports

Inspection report

Date of Inspection: 1 May 2012
Date of Publication: 13 June 2012
Inspection Report published 13 June 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 was meeting this standard.

The provider had a system in place to assess and monitor the quality of service that people received, although not all records were available to demonstrate this.

User experience

Two people we spoke with told us that they had completed questionnaires about the quality of the service received either by themselves or their relative when requested. One relative we spoke with told us that they had not been asked to complete a survey whilst another person told us that they couldn't remember if they had ever completed one.

The manager told us that as well as monitoring the quality of the service provided through both formal and informal supervision with the staff, she also monitored it on a daily basis through informal visits to clients. We were told that any concerns raised during these visits would be discussed and addressed.

Other evidence

We were provided with a copy of the quality assurance report from the surveys undertaken in October 2011. We saw from information contained within the report that 25 people that used the service had received a questionnaire to complete, of which 12 had been returned.

The manager told us that in addition to people using the service, other key stakeholders such as relatives, social workers and associated healthcare professionals would be randomly selected to receive surveys. The information from any surveys returned from associated stakeholders was not included within the report that we saw. The manager advised that this would be addressed for the annual survey for 2012.

The results of the surveys received from people that used the service indicated that they were satisfied with the service that they received.

The manager told us that she undertook random spot check audits where appropriate and applicable of people's financial and medication management by staff as well as environmental maintenance checks. We were told that records for these checks were kept in people's files and communication books in their homes.

The provider may find it useful to note that in order to be able to demonstrate effective auditing of these areas, clear records should be available in the office.