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Harmony Home Aid Services Limited - Unit A2 Broomsleigh Business Park Good

All reports

Inspection report

Date of Inspection: 25 February 2013
Date of Publication: 21 March 2013
Inspection Report published 21 March 2013 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 February 2013, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members, talked with staff, reviewed information we asked the provider to send to us and reviewed information sent to us by commissioners of services. We talked with commissioners of services and talked with other authorities.

Our judgement

The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who use the service and others.

Reasons for our judgement

The service had a range of quality checks and reviews in place to ensure that people were safe and that appropriate care and support was delivered. Care needs and risk assessments were completed by experienced staff for each person before they received a service. This promoted the health and welfare of people using the service and of staff. Ongoing examples were seen of promoting good practise, care delivery arrangements and risk management were frequently reviewed and amended when required. For example number of staff required to safely transfer a person was altered to reflect the person's changing need.

Frequent unannounced spot checks were undertaken, this monitored staff practise as well as assessing the quality of care delivered. Each staff member was subject to a number of spot check as part of their performance assessment. If shortfalls such as poor timekeeping or manual handling concerns were identified these were done more frequently.

People who used the service, their representatives and staff were asked for their views. There was a quality assurance policy in place, which included conducting survey’s with people who used the service, and with their relatives. We looked at the most recent surveys completed in December 2012. Overall surveys showed a large majority of people were happy with the service provided, and any concerns raised were addressed by the provider.

The information collated from these annual surveys was used to report on the performance of the agency. A relative of a person using the service told us the agency supervisor frequently checked if they were satisfied with the help their parent received. They found that the manager and supervisors took on board their views and preferences of call times. Another person described the service as reliable but found on occasions the carer was late which caused inconvenience to the person and the rest of the family. The office supervisor rearranged the carer's schedule and this had improved the carer's time keeping.

The agency had a system for reporting any concerns raised by the people who used the service, or their relatives. Records were maintained for each person using the service of any communication whether by telephone or e mail. We looked at complaints process, we found the agency received a low volume of complaints, quality assurance information and contracts monitoring supported this evidence.

We found that complaints were responded to by the registered manager in accordance with the service complaint's procedure and in the agreed timescales. The service involved other relevant agencies such as social services when appropriate. We saw that the service received a large number of compliments about the service, with comments such as "we could not have managed to care for my father at home without your help", another card said "we are forever grateful to the wonderful carers that helped me care for my husband". This information was also shared with relevant care staff.