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Inspection report

Date of Inspection: 24 June 2014
Date of Publication: 19 July 2014
Inspection Report published 19 July 2014 PDF | 78.18 KB

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 24 June 2014, observed how people were being cared for and talked with people who use the service. 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

We asked the manager about the steps taken to monitor and assess the quality of the care and service provided. We saw records of two weekly monitoring of a range of issues including medicines records, daily report records, finances, food charts, kitchen checks, accidents and incidents and complaints. We were also shown records of the quality audits which were carried out independently every two months by the provider. These were based on the CQC outcomes framework. Compliance was good with all the audits. An example of a change which was initiated as a consequence of audit was the introduction of photos and pictures within the support plans, in order to make them more personalised and easy to access by people who used the service. We found that systems were in place to monitor and assess the quality of the service.

Monthly residents meetings were held to obtain feedback from the people who used the service and discuss future plans and developments. We saw the minutes of the recent meetings and saw they were well attended. The meetings covered feedback from the people who used the service, future plans and activities, and topics such as complaints and advocacy, and dignity. We were told of changes which had been put into place as a result of feedback such as additions to the menu. This showed the views of the people who used the service were listened to and utilised to improve the service.

Staff told us they felt confident to identify any concerns they might have in regard to the care and support provided. They were aware of the provider’s whistle blowing policy and they told us they were confident the manager would act on any concerns they raised and would take action to address the issues. This meant processes were in place for people to raise concerns and act on them.