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Archived: The Oaklea Trust Domiciliary Care Agency East

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Inspection report

Date of Publication: 20 May 2011
Inspection Report published 20 May 2011 PDF

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

How this check was done

Our judgement

Overall, we found that The Oaklea Trust was meeting this essential standard

User experience

The Trusts customer and stakeholder evaluation report 2010 stated: “Customers have shown they are given choice and control over their lives. This shows through people taking part in a range of different activities.

Over three quarters of our customers take part in social activities such as going to the cinema.

A similar number attend day centres and clubs. Riversiders and Step clubs proved to feature strongly.

Their plans for the future included:

• Going on holiday

• Become healthy, give up smoking

• Decorating and other DIY or move house

• Go to college, get a new skill or get a job

• Become independent

• Socialise - pubs, restaurants etc.

• Theatre and shows

• Visit family and friends

• Shopping”

Other evidence

We received very detailed information from the provider including: The Trusts annual report, service users guide, customer survey results, and provider compliance assessments. This Information provided us with enough detail to complete the following for this outcome.

The provider said, all customers had an in depth assessment and support plan which is based upon their needs, wishes, values, beliefs and aspirations.

Customers were encouraged to make informed choices especially where there were risks associated with the choices they may made.

All customers had the opportunity to attend customer forums to express their views and experiences into the way the service is provided. Meetings provided an opportunity for customers to take ownership of their support.

The provider informed us that a customer partnership coordinator is employed to act as a further point of contact for each customer. An annual customer survey gathered the views of customers which were then used to further develop the service.

Where appropriate, Best Interests meetings were held to ensure that the rights of customers were safeguarded.

Information submitted showed that all customers had access to an independent advocacy service if they wished.

Customer reviews were held at least annually or more frequently if required.

All customers were provided with a customer agreement which advised on their cost of care, how it is met, and information was also provided on how to complain about the service and how it would be dealt with.

There were two customers are on the board of Trustees. They provided a valuable insight into actual support given and were able to influence decisions on a more strategic level.

Information we received stated: All staff follow a comprehensive training programme which included, Moving and Handling, Medication, First Aid, Fire Training, Food Hygiene, Health and Safety, Risk Assessment, Safe Guarding Adults, Learning Disability Qualification and relevant National Vocational Qualification.

Where required, staff received training in Makaton so that they could communicate with customers who used this format. Other communication techniques included object referencing and pictures.

We were informed that there were robust policies in place to provide guidance when respecting and involving customers who used the service, these included: Vision and Values statement, Equality and Diversity, My Life, My Choices, Complaints and Compliments, Person Centred Approach and Planning, Mental Capacity, Key Worker System, Advocacy, Safe Guarding Adults, Customer Risk Assessment, Sexuality and Relationships, Recruitment and Selection, Customer Consultation, Confidentiality and Data Protection, Positive Risk Taking, Quality Evaluation and Customer Holidays. All these policies outlined the principles upon which the service is provided as well as giving clear guidance and advice to staff.

All customer care was based upon the needs of the individual. This was first established at assessment via completion of My Life, My Choices. This document covered all aspects of care and support that an individual may need. Customers were supported to complete this document. Where this was not possible, a family member, previous carer, care managers, advocate or relevant others would assist in its completion.

The provider said, all staff work alongside health and other care professionals to ensure that appropriate support is given e.g. feeding plans or physiotherapy actions. All customers had a hospital passport which clearly identified any specific needs a customer had if admitted into hospital.

Customer risk assessments were in place which encouraged positive risk taking and supported people to take control over their lives by weighing up the potential benefits or harms.