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Archived: HQL Domiciliary Care & Outreach Support

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Inspection report

Date of Inspection: 20 May 2013
Date of Publication: 16 July 2013
Inspection Report published 16 July 2013 PDF

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 looked at the personal care or treatment records of people who use the service, carried out a visit on 20 May 2013, checked how people were cared for at each stage of their treatment and care and talked with carers and / or family members. We talked with staff and reviewed information given to us by the provider.

Our judgement

People’s views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

Reasons for our judgement

People who used the service and their relatives expressed their views and were involved in making decisions about their care and treatment. They said they were involved in decisions and the agency supported their relative with their needs, provided the service they wished to receive and treated them with respect and dignity. A representative from the agency visited them before they started receiving care so that they had been able to express their views about the care and support they needed.

People we spoke with said that staff had shown them and their families respect and they had also considered their dignity when providing personal care. People said that the agency staff were reliable and did everything that was expected of them. One person said "They help my relative and take them out. They treat him well, I have no concerns". Another person said "The staff help a lot. They do everything I ask".

Discussions with staff showed their commitment to making sure that people were treated as individuals and were encouraged to express their views about their care. Staff demonstrated through conversation that the people who used the service were treated with respect and dignity.

We found that systems for consultation, interaction and communication were effective and individuals had their privacy and dignity protected. People said that they were treated with dignity and respect and said that their privacy was protected. People were supported to make choices about their lifestyle, activities and support. This meant that people had control over their lives.