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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 protected from abuse and staff should respect their human rights (outcome 7)

Meeting this standard

We checked that people who use this service

  • Are protected from abuse, or the risk of abuse, and their human rights are respected and upheld.

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:

94% of customers feel that they are listened to by Oaklea Trust Employees.

82% of customers know how to complain.

18% either didn't know how or were unsure how to complain?

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 compliance assessments informed us that: All staff had received training in Safeguarding Adults against abuse. Policies were in place to ensure that staff had clear guidance about actions to take and who to report concerns to e.g. internally or externally such as, police or care manager.

Customers were aware of how to raise their concerns via talking to the team manager, key worker, another member of staff or, outside agencies such as, advocacy or care manager. All customers/relatives/carer were provided with information on how to make a complaint.

All complaints were logged on an Oaklea central data base and all staff were aware of actions to take if they were concerned or aware of any allegations of abuse. When required, reports would be made to safeguarding and actions would be taken following any safeguarding strategy meetings.

The provider said, all accidents and incidents were reported as per policy and procedures: accidents, Incidents and Statutory reporting. These reports would then be reviewed by the Regional Manager and Health and Safety manager. Following this, a report would then be sent to the directors and board of trustees.

All policies in relation to Safeguarding Adults were reviewed regularly to ensure that they meet current legislation and good working practise.

Following any allegation of abuse the customers support plan would be reviewed to ensure that they received appropriate support following any incidents.

Where required behaviour management plans were in place, all staff received training in Non Violent Crisis Intervention. A policy regarding Challenging Behaviour and Restrictive Physical Interventions were in place to provide advice and guidance to staff.

Where appropriate, customers were under the local authority’s financial protection team. If a customer was unable to manage finances independently then an appointee system was used.

The Team manager and Regional manager made regular cash spot checks, and yearly audits of finances take place.