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Archived: The Paceys

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Inspection report

Date of Inspection: 9 June 2011
Date of Publication: 1 July 2011
Inspection Report published 1 July 2011 PDF | 108.79 KB

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

How this check was done

We reviewed all the information we hold about this provider, carried out a visit on 09/06/2011, checked the provider's records, observed how people were being cared for, looked at records of people who use services, talked to staff and talked to people who use services.

Our judgement

People who use the service, or others acting on their behalf are supported to make decisions and understand their care and support. People are treated with respect for their privacy and dignity.

User experience

People who use the service said they enjoyed staying at the home. They said,

“Like it here”

“Want to come back”.

We looked at what is known as the guest communication book. People who use the service had written their comments in this. Their comments included:

‘It is one of the best places ever. I would stay at the Paceys 24 hours a day 7 days a week if I could’

‘Best four years of my life’ (since using the service)

‘You make me well happy when I am down’.

People who use the service who cannot write had contributed to the communication book in other ways. Some people had done a painting, some a handprint and others photographs to record their stay at the service. This makes sure all people who use the service can be involved and included in this.

In May 2011 the service carried out a survey questionnaire for people who use the service and their relatives. The surveys for relatives used a star system for scoring comments and the one for people who use the service used a smiley face system. We looked at the analysis of the surveys and could see that people who use the service and their relatives had scored the home highly in most areas. These included choice, independence, communication, confidentiality and sensitivity. There was one section where people had scored them slightly lower, ‘taking care of belongings’. In response to this, new systems for the laundering of people’s clothes had been introduced.

During our visit, the management of the service said that through the recent survey they had identified that some people who use the service did not know how they could get involved in aspects of running the service. In response to this they have developed the Guest Council (as described below). People who use the service and staff have worked together to develop ‘House Rules’. This is displayed in the home and discussed with people who use the service and staff. Comments within this include:

‘Guests should be involved in all aspects of life at the Paceys’

‘Staff not allowed to use mobile phones while working’

‘Staff should not make promises they can’t keep’

‘Staff and guests should always consider others safety while at the Paceys’.

The management team also gave examples of how they have responded to requests from people who use the service. A games room has been refurbished to look like a bar and another room has been fitted out to look like a hairdressing and beauty salon. A person using the service said they enjoyed using the salon.

There is a strong commitment to ensuring people who use the service are treated with respect and dignity. The service has introduced what they call the ’10 Point Dignity Challenge’. This is displayed around the home and staff are asked to challenge themselves every day with the statements on dignity, asking themselves if they have fulfilled these. The statements include:

‘I have treated each person as an individual by offering a personalised service’

‘I have enabled people to maintain the maximum possible level of independence, choice and control’

‘I have acted to alleviate people’s loneliness and isolation’.

Staff said the introduction of this had really made them think more about how they deliver the service. They said it had helped them empathise more with people and put themselves in ‘their shoes’. One person said how important it was to treat people as you would want yourself or your own family to be treated.

Other evidence

In the provider compliance assessment (PCA), the provider assessed itself as compliant or almost compliant in all aspects of this outcome area. The service provided good and clear evidence of how they are compliant or intending to be compliant with this outcome.

They said, they provide information on the service in a variety of formats such as pictorial information and a DVD on what the service can provide. They also said they have a ‘Guest Council’, made up of people who use the service. They said they are currently working on a guest charter outlining what their expectations from the service are and how they want to be treated by staff and other people who use the service.

They also gave other information to show how people who use the service can contribute to the running of it. They said, The service has introduced a guest communication book which allows guests to write, draw or paste pictures in to it so that they can communicate with the staff team and other guests. The communication book has proved very popular and guests have used it to write poems, draw pictures and generally express how they feel about the service. Examples of this are:

* A guest wrote which staff member he wanted to support him to pack his bags before he left.

* A guest drew a stick picture of someone golfing, the staff took him golfing and placed a picture of him golfing next to the picture he drew.’

They also said, ‘Our support plans are also designed to ensure that guests who have high level communication needs are supported to make choices and decisions; this is highlighted in the section around meaningful participation and interaction which describes how individuals like to be supported.

The promotion of person centred reviews and care planning ensures we are listening to, and acting upon the views, needs, and decisions of the people we support, information gathered is then used to help identify support required and the need of the person to inform support planning, needs assessment, risk assessment information as well as future aims and objectives of each person.

We make sure we involve people in all decision making processes about and for the person. We do this by focusing on the whole person and gathering as much information about how the person communicates and makes decisions.’

They also told us that people who use the service have a communication profile which considers their communication abilities, how decisions are made, how choices and preferences are made and generally how people express themselves.

They said they work with people who use the service on developing risk assessments that support people to take positive risk that enables them to be involved in activities of their choice. They said they also involve external agencies when planning risk management, ensuring a multi- disciplinary approach. They have identified risk assessments as an area they wish to improve upon. They said they want to review them more regularly and increase the involvement of people who use the service with them. They gave us information that showed how they were going to do this and how they would monitor it.

They told us in the PCA that they have policies and procedures in place to make sure people are treated with dignity and respect and remain at the centre of their care and support planning and delivery. They said they make sure staff are familiar with these policies to protect the human rights of people who use the service.

The provider also told us that the manager and staff have received training on The Mental Capacity Act 2005 and the Deprivation of Liberty safeguards to enable them to understand the legislation.