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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 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 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 experienced care, treatment and support that met their needs and protected

their rights. The provider was meeting this standard.

User experience

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

agency which included two relatives. We found that care and treatment had been

planned and delivered in a way that met with the essential standards.

We talked with a few people about their experience of the care and service they had

received from the agency. Overall, they were complimentary about the care and

support that they received from the agency. People told us the agency was “definitely very good”. “I just could not manage without them. They enable X (person’s name) to stay at home”.

We saw that the agency had received the following written compliments in April 2012: - “Many thanks for the assistance that you gave which was of a very high standard”. “How marvellous all the girls are who care for her”. “Very happy with everything, everyone is nice and carers are good”. “Thank you to all the carer’s that helped X (person’s name) to live a happy life in their own home to the end, I could not have managed without you all”.

Other evidence

We pathway tracked the care of three people and looked at how their care was

provided and managed. Pathway tracking looks at the experiences of a sample of

people who use a service. This is done by following a person's route through the

service to see if their needs are being met.

The care records we looked at were detailed and informative and included relevant risk assessments. We found, however that care records lacked information about the application of prescribed and non-prescribed creams and ointments. For example, it was unclear what creams to use and where to apply them. The registered manager told us that she would make sure this information was added to the relevant care records. Care records had been reviewed and updated to reflect the changes in people's care needs. The registered manager told us that they had recently reviewed the format of the care records to make them person centred as the current care plans were more task orientated. She showed us a copy of the new person centred and outcome focused care records which they had started to use for new clients.

We spoke with staff in relation to their understanding of the care needs of the people

whose care we had tracked. It was evident that staff knew what guidance they had

available, where to find it, what to record and where, and the overall care needs of each person. This meant that people received a consistent level of care that met their individual needs.

The agency had procedures in place for dealing with emergencies and all staff were given training about this subject. There was an ‘on call’ manager available seven days a week. This was confirmed by staff.