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Archived: Truro Internal Homecare Agency

This service was previously registered at a different address - see old profile

The provider of this service changed - see new profile

All reports

Inspection report

Date of Inspection: 16, 17 April 2014
Date of Publication: 6 June 2014
Inspection Report published 06 June 2014 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

We looked at the personal care or treatment records of people who use the service, carried out a visit on 16 April 2014 and 17 April 2014, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

The provider had effective systems to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

The provider asked everyone who used the service to complete a questionnaire about the support they had received at the end of the period of care. We found that 57 completed surveys had been received in the three months prior to the inspection. 98% of people reported they were satisfied with the quality of care and support they had received. These surveys also found that 89% of people felt they were able to complete more tasks independently as a result of the support provided by Truro Internal Homecare Agency. The people who used the service that we spoke with during the inspection told us “I was impressed with the setup” and “they are very good indeed”.

We found that all of the care plans we inspected had been regularly reviewed and updated by team leaders to ensure they accurately reflected each individuals changing support needs as they progressed thorough the re-enablement process. People told us “I’ve seen the team leader two or three times so far” and “she came and had a look at what we had been doing. She checked I was happy”.

The service had effective systems in place for managing information received by office staff. We saw staff maintained digital records of all communications between office staff and people who used the service. We were able to use this information to establish when individual care visits had been cancelled at the request of individuals who used the service. In addition an electronic call monitoring system was used to record details of all visits made by care staff. This system automatically generated alerts to team leaders where visits had been late to allow any issues to be resolved promptly.

The provider had appropriate systems in place to provide support to staff and people who used the service outside of office ours and we found that information received by on call staff was effectively transferred to office staff each morning. Staff members told us the manager and team leaders are “absolutely brilliant”, “the on call system is very good” and “you can always get hold of people when you need them”.

We found numerous audits of care plan documentation had been completed, these included regular peer review audits by an external manager of the goals within care plans, monthly audits of a sample of care plans produced by each team leader and a full audit of all care plans by the manager at the end of each period of care and support.

The provider's policy documentation had been regularly updated and we found there were appropriate procedures in place for the recording of accidents and adverse incidents.