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Archived: PillarCare Agency Good

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

Reasons for our judgement

People’s needs were assessed and care was planned and delivered in line with their individual care plan. We spoke with one relative who told us "considering the care agencies we have used, they are the best." One person who used the service told us "My experience has all been good" another person told us "it's 100% service."

We saw detailed care plans with specific needs of people who used the service. We saw that the information in the care plans was presented in a way which put the person at the centre of the care that they received as it detailed the care which was needed and the individual preferences and background history of the people who used the service. The provider ensured that people who used the service had copies of their care plans and documentation in their own homes. Care plans were reviewed at least once a year and people who used the service and their relatives were involved in this process and signed the reviews. We spoke with four care workers who told us they were given adequate information about the people they would be working with before starting to work with them.

Care workers we spoke with were able to explain how they met the needs of people who used services in an individual way and how they support them. One care worker we spoke with told us she read the care plans and had shadowed another care worker before starting to with one person who uses the service. They were able to describe the needs of the people who they worked with.

The provider told us that in all but emergency situations care workers would be matched and chosen by the person who used the services before starting to work with them. The provider told us most people who used the service had secondary care workers when the usual care worker was on planned leave and they have care workers available to cover for emergency situations when necessary. One relative told us when they had asked for a care worker to be changed this had happened quickly. One person who used the service told us "they phone and tell us if there are any changes" of care workers attending.