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Mencap - West Hampshire Domiciliary Care Agency Good

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Inspection report

Date of Inspection: 9 May 2011
Date of Publication: 27 July 2011
Inspection Report published 27 July 2011 PDF | 130.1 KB

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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

There were procedures in place to monitor the quality of the service provided. A range of approaches were used to ensure that aspects of the service were checked to assess the standard being delivered. On the basis of the evidence provided and the views of the people using the service we found the service to be compliant with this outcome.

User experience

Eight people surveyed by the agency rated the quality and standard of the care provided as excellent and four people rated it as good. Relatives were generally happy with the quality of provision provided by the agency’s staff. However, they did have concerns about the quality of provision provided by the other organisation who were recently awarded part of the contract to provide support.

Other evidence

The agency carries out annual surveys for people who use the service and other stakeholders, such as care managers and general practitioners, family and friends. The surveys have pictures and symbols to support understanding. The information was collated into a report by the organisation. We saw some responses from the last survey carried out in December 2010 and generally people were satisfied with the service they received.

The agency has regular tenants meeting to enable people to raise concerns or discuss issues.

We saw that the agency had systems and procedures in place for reporting any incidents and/or accidents and informing staff what to do in an emergency. There is also a complaints procedure that is made available and in an accessible format for people who use the service.

The agency has to complete an annual quality assessment framework for the local authority in respect of the supported living services they provide support to.

Currently the agency does not have a registered manager. The area manager informed us that they have been appointed to manage the agency and will be submitting their application to register.

We spoke with the area manager about the concerns raised by relatives over the changes to the Mencap contract. The area manager stated that a new provider was awarded the housing related support contract and that Mencap has maintained the social, emotional and support contract. She stated they had spent a lot of time with the new provider handing over information to ensure people’s support needs were known. She also stated that they were aware of the concerns from relatives and had informed the local authority.