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Inspection report

Date of Inspection: 18 February 2013
Date of Publication: 3 April 2013
Inspection Report published 3 April 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 18 February 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff.

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 use the service understood the care choices available to them. One relative told us the care is "all done on an individual basis" and one person who used the service told us they "keep me in the loop" regarding their service.

People who used the service received an assessment of their care needs before care started. People and their families were central to the assessment. We saw care plans which clearly displayed individual preferences and were up to date. They had been signed by people who used the service or by relatives on their behalf. We saw the service user guide that people were given before they received a service from Pillar Care. This presented information clearly about the service and what they could expect in terms of service delivery. One person who used the service told us the provider was very clear when giving them information about what their options were. People who used the service and their relatives were involved in initial assessments and were given information about their preferences and the way care was provided.

We spoke with care workers who explained how they respect specific cultural and religious needs of the people they work with. One care worker explained how they were able to provide specific appropriate support to someone with particular cultural needs.

Pillar Care commission an external company to carry out quality assurance questionnaires at least once a year. We saw from the feedback of the last survey that people found the information provided about the service was very good. Feedback seen from questionnaires completed and returned by people who used the services and their relatives in the last year, told us that all respondents felt that carers treated them with dignity and respect.