You are here

All reports

Inspection report

Date of Inspection: 28 May 2012
Date of Publication: 15 June 2012
Inspection Report published 15 June 2012 PDF | 48.06 KB

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

How this check was done

We reviewed all the information we hold about this provider, carried out a visit on 28/05/2012, looked at records of people who use services, talked to staff and talked to people who use services.

Our judgement

People's privacy, dignity and independence were respected. The provider was meeting this standard.

User experience

We visited the agency office and spoke on the telephone with people who used the

agency. We found that people were able to express their views and had been involved in making decisions about their care and treatment. We saw that people who used the agency were involved in initial discussions and ongoing assessments of their care needs. People told us that the staff always respected their privacy and dignity when they assisted them with personal care. This was confirmed in the outcome of the most recent ‘Client Questionnaire’ completed in December 2011.

We spoke with five staff all of whom showed a very good understanding of the importance of maintaining people's privacy and dignity and supporting people to make decisions about their care. This meant that people's views, choices and independence were being respected by staff that cared for them.

The agency had recently introduced a ‘Client Information Sheet’. The registered manager told us they intended to produce this twice a year. This information sheet had been produced to keep people informed about the agency and any new developments. It also included information about services offered by Age UK formally known as Age Concern.

Other evidence

The registered manager showed us a ‘Client Information Pack’, which she said was given to all clients when they started using the agency. People told us that they had received a copy of this. This contained information about the agency and facilities available to people, including a copy of the Statement of Purpose, complaints procedure, and a complaints and compliments form. The provider may find it useful to note that the information in this guide about the Care Quality Commission (CQC) is not accurate. CQC are not the correct agency for people to go to if they have unresolved complaints with the agency. CQC do not have any powers under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 to investigate complaints.

The registered manager told us that the ‘Statement of Purpose’, was currently available in large and normal print. She told us that they also wanted to produce an audio version of this document for people with visual disabilities. The provider may find it useful to note that the current available versions of the ‘Statement of Purpose’ may not be suitable for people they cared for who had a dementia related illness.

People's diversity and values were respected. We saw that the people whose care we pathway tracked had a care plan which was marked with their preferred name. The care plans also provided information about people's religion or faith so staff could be aware of any particular needs arising from this.