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Archived: Meritum Independent Living (Ashford)

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Inspection report

Date of Inspection: 17 September 2013
Date of Publication: 26 October 2013
Inspection Report published 26 October 2013 PDF | 79.1 KB

Overview

Inspection carried out on 17 September 2013

During a routine inspection

We visited the office and spoke with the four directors, a member of senior staff and the administrator. We later spoke, by telephone with the registered manager, 13 people who used the service, eight relatives and five staff.

People we spoke with told us they were generally satisfied with the service they received and that their care was personalised to their needs. One person said, “They are very good, they are friendly and chatty and treat me like a person rather than a number off their list”. Care was delivered by a team of care workers to ensure people had continuity. One person said, “I know them all now and they know how I like things done, so it works very well”. Some people felt that some care workers were at times rushed and felt this was due to a lack of travel time incorporated into their work schedules. One person said, that the relief care workers “are not always so good, often not being as punctual and sometimes too quick and too fast with me”. Most people were aware of their care plan folder, although not always of their care plan. We found that care plans contained information about people’s needs and preferences. People confirmed that they had given their consent and been involved in discussions about their care, sometimes with a family member, when the service had first started. One person said, “”They are very good, very kind and they don’t come in and take over”. People felt safe using the service and when staff were present in their home.

People felt that the service generally recruited the right calibre of staff. However people felt if staff were not up to standard the service was “good at letting the bad ones go”. One person said, “The good ones will always go the extra mile, asking me if I need anything else done before they go”. Most people said they had been asked for their views and feedback on the service provided.