You are here

Avocet Trust Domiciliary Care Service Good

All reports

Inspection report

Date of Inspection: 8, 16 January 2014
Date of Publication: 11 February 2014
Inspection Report published 11 February 2014 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 8 January 2014 and 16 January 2014, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and talked with commissioners of services.

Our judgement

The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people using the service and others.

Reasons for our judgement

People who used the service, their representatives and staff were asked for their views about their care and treatment and they were acted on.

We looked at the quality assurance system the provider used to monitor the quality of care people received. Records showed monthly performance reviews of the service were carried out by a registered manager from one of the organisation’s other services in the area. This performance review included checks on care records, staff records, health and safety, medication and the premises. We viewed a sample of the performance reports which showed the service had scored more positively in recent months, since the manager’s appointment at the service. For example the overall score for one location within the service had increased from 64% to 88% in five months up to September 2013. The reports showed that issues identified had been addressed.

The manager confirmed that monthly audits of areas such as care records, medicines and supervision would be put in place now the team leaders had been appointed.

The manager explained how accidents and incidents were monitored each month and this information was fed back to the senior management team. Staff spoke with confirmed lessons learnt from any incidents were discussed at the team meetings.

There was a system in place which collated the views of people who used the service, their relatives, staff and visiting health care professionals. This was mainly in the form of surveys and meetings. Surveys were available in different formats according to people's needs; for example the use of pictures and symbols. Records showed surveys had been issued in 2013. We viewed ones the people who used the service had completed with their supporters (usually their key worker). These were positive and did not identify any issues. Discussions with one relative identified they had not received a survey to complete. We passed this on to the manager who confirmed they would check the contact address and ensure the person received a survey.

The manager explained that regular meetings were held with people who used the service and their relatives or representatives where possible. Meetings were held every three months for some people. We spoke with one relative who confirmed the manager visited them every few months and discussed their relatives care. They described how positive the meetings were and that they could talk about any concerns or issues and these were dealt with. They said, “I’m very happy with the service and care, I see the manager regularly and everything is going well at present.”

Systems and processes were in place to record and monitor complaints. We saw staff maintained communication books for relatives, to support visits within the service and when the person who used the service went on leave. Discussions with staff and records showed there had not been any formal complaints received in recent months.

Staff told us they attended regular team meetings where they were encouraged to voice their opinion and were involved in decision making about how the home operated. They said the management team were accessible and listened to their suggestions. One care worker told us, “The manager is very supportive, we can ring her anytime and she is always available.”