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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

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

Our judgement

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

User experience

Staff encouraged customers to complete surveys with the support of an impartial person e.g. advocacy services.

Results from these surveys are available on the Oaklea website and are also distributed in a hard copy format.

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 informed us that, systems were place to gather record and evaluate accurate information about the quality and safety of the care, treatment, and support provided, along with outcomes. These systems enabled pro-active and responsive planning.

All team managers completed a monthly management report that covered all issues relating to managing the resources of the project from finances, health and safety through to customer reviews and complaints. This was forwarded to the regional manager who discussed the reports at supervisions or during visits to the project.

All complaints were logged on an Oaklea central data base and all staff were aware of any actions to take if they were concerned or aware of any allegations of abuse.

All compliments were logged on a central Data base and were reviewed by the board of trustees.

Trustees made visits to customers at least yearly to provide an opportunity for customers to discuss the support they received. The trustee provided a report which was then sent to the team manager, regional manager and was discussed at board meetings.

Internal annual audits were carried out by senior managers who then provided a written report which recognised achievements or any actions needed to be taken. Customer, stakeholder and employee surveys were carried out annually to get feedback on the support provided and how to progress.

Customer risk assessments were in place and these were developed with the customer. This encouraged positive risk taking, and supporting the person to take control over their lives by weighing up the potential benefits or harms.

Regular reviews were held for those customers who were supported under the Mental Health Act 1983. This ensured that the customer was adhering to the terms and conditions.