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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

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

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

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

The provider commissioned an external independent company to send quality assessment surveys to people using the service and their relatives and to process the returned questionnaires. These surveys were carried out twice over the last year. The reports of the surveys highlighted aspects of the service in which the provider had performed well together with areas where improvements could be made. We saw that some policies regarding sharing information about secondary care workers had been changed as a result of feedback from a previous year.

Care review meetings took place at least one a year. People took part in their review meetings and were able to feedback information. There was regular contact between the office and care workers so that any information or feedback could be given informally as necessary.

We looked at the complaints procedure which was available in the folder which everyone who uses the service had in their home. No complaints had been received over the past year.