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Archived: Lorne House

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Inspection report

Date of Inspection: 24 January 2013
Date of Publication: 26 February 2013
Inspection Report published 26 February 2013 PDF | 79.78 KB

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 24 January 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 staff and talked with stakeholders.

Our judgement

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

Reasons for our judgement

We saw that there were arrangements for checking the quality of the service. In December 2012 the registered manager had sent out a questionnaire about the service to the people’s relatives to get information about their views and experiences. Copies of the completed questionnaires were shown to us during the inspection and all of those we saw recorded positive feedback about the service and the care people received.

The registered manager and staff told us that there were no formal meetings with people who used the service to get their feedback but this was something that had been done in the past. They said that as the service was very small they often had discussions together as part of day to day activities where people were able to express their views and tell staff about the things they liked to do. During our inspection we saw that there were several times during the day where people were sat together with staff and they were talking about things that had happened and what their plans were. This meant that people were able to express their views and influence the way care was planned.

We saw that procedures were in place for the management of complaints, concerns and compliments received about the service. When we spoke with people who used the service and staff on duty they all told us they felt the registered manager and the registered providers were approachable. They told us that they felt comfortable raising any concerns or making suggestions for improvement to them. People and staff told us they felt confident that they would be listened to. This meant that people who used the service could raise concerns formally if they wished and they would be listened to.

The registered manager told us about the checks they make to ensure appropriate standards are being maintained and people are not being placed at risk of poor care. They described how they regularly check the standard of the environment, review peoples care and medication records and ensure infection control procedures are followed. Any issues that were identified during the checks were followed up immediately by the registered manager. They told us that some of the checks had been recorded but they often took place on an informal basis.