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Archived: Direct Health (Sheffield) Requires improvement

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Inspection report

Date of Inspection: 5 June 2013
Date of Publication: 27 June 2013
Inspection Report published 27 June 2013 PDF

People should get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

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 5 June 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

People experienced care, treatment and support that met their needs and protected their rights.

Reasons for our judgement

People we spoke with made positive comments about the staff and were satisfied with the quality of care that they had received. All of the people we spoke with confirmed that staff generally arrived on time, stayed for their allocated time, never had a missed visit and they had regular carers. Their comments included: "I get the same carers, I know all of my carers and I’m certain they know me. I’ve never been visited by strangers,” "they (staff) are very good with me, only got to ask and they will do it,” "I need two carers and always two turn up,” “they stay for the whole time and sometimes go over. Can’t fault them,” “sometimes ring if they’re running late," “ I like them (staff) very much. They do everything I want them to do” and “always two carers come, I have a laugh with them and I’m very satisfied with them. They always arrive on time and I’ve never had a missed call. I think they (staff) are brilliant.”

Two people we spoke with said that sometimes the care staff have been late and the agency had not informed them of this. They said, “they always stay for as long as they should, I can’t speak ill of any of them, they’re very kind. On a few occasions my carer has run late, but they have said this has been because of an emergency and I understand this. I am happy with them" and “it’s not often they don’t arrive on time, but recently I had to ring the office as they were two hours late and they sent someone.”

The provider may find it useful to note that there was not always effective communication to ensure continuity of care, treatment and support to people that used the service.

One person we spoke with said that they would prefer a female carer. We discussed this with the registered manager who said this would be arranged.

We found people's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. We looked at copies of three people's assessments and care plans kept at the office. The information in the care plans was comprehensive. We viewed three peoples person centred summary sheets which outlined the number of carers required, times, days and duration of the calls. This information was also confirmed by people we spoke with. The care plans were based around activities of daily living, which gave a good overview of the person's needs. Care plans were meaningful and person centred. They identified individual issues that were important for people in relation to their care.

The risk assessments outlined any risks associated with their care. This included risk assessments for medication and moving and handling.

The provider may find it useful to note that there was no evidence that the risk assessments were reviewed to reflect the needs and safety of people that used the service.

On one persons daily log that we viewed we noted there were gaps. On seven occasions staff had recorded the time in of the visit but not the time out. On five of the entries recorded staff had not stayed for the allocated time stated in the care plan.

The provider may find it useful to note that records about care, treatment and support should be clear, factual and accurate to ensure people are safe, their welfare is protected and their needs are met.

The registered manager explained to us the electronic visit monitoring system. The system included monitoring of care visits, staff rota's, preferences for male or female care staff, changes to care packages and continuity of care. The registered manager told us missed care visits had significantly reduced in the last two weeks.