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Inspection report

Date of Inspection: 7 May 2014
Date of Publication: 5 June 2014
Inspection Report published 05 June 2014 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 7 May 2014, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

Reasons for our judgement

People’s needs were assessed and care and treatment was planned and delivered in line with their individual care plan. We saw assessment records, and people we spoke with told us that staff from the agency had visited them at home to find out about their care and support needs prior to offering the person a service. Assessment records we looked at had been completed in detail and took into account people's individual needs as well as important information such as the person's culture, sexuality and religion. This meant the agency could be certain they had the staff with the right skills and experience to meet people's needs in the way and at the time they wished.

Care and treatment was planned and delivered in a way that was intended to ensure people’s safety and welfare. We looked closely at the care plans for five people who were using the agency. The care plans were detailed and personal, reflecting the individual wishes and needs of each person. Staff told us they found these care plans helpful when delivering each person's care. One staff member told us; " Care plans are really helpful, and with this agency you can have confidence in them. They are reviewed and updated regularly." The agency had received complimentary thank you cards from a large number of satisfied people who had used the service or from their relatives. Comments received included; "(My relative) received good care, and there was always someone at the end of the phone in the office if we had concerns or questions." We spoke by phone with 16 people who were using the service at the time of our inspection. Their comments were also positive and included; "I have no problem with them at all" and "They come when they say they will. They have never missed a call. We have complete confidence in them."

Agency staff had undertaken a risk assessment for each person using the service. This meant risks associated with their care or their home had been considered and action taken where ever possible to reduce the risks to both the person receiving care and the staff supporting them.

Staff at the agency had asked people about their ability to make decisions about themselves without help. (Mental Capacity.) This had been recorded in the person's care plan to ensure that people using the service would not be deprived of their liberty unless this had been authorised by the Court of Protection, or by a Supervisory Body under the Deprivation of Liberty Safeguards.