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Inspection report

Date of Inspection: 11 February 2011
Date of Publication: 7 April 2011
Inspection Report published 7 April 2011 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

Our judgement

People who use services generally experienced sufficient care and support that aimed to meet their needs. However the frequency of support provided to people in their rooms may not be sufficient to safely and effectively support them. An improvement action has been made in order to maintain compliance.

User experience

The provider gave us copies of the Quality Assurance Questionnaires they had recently received from healthcare professionals, people who use services, and their representatives. The vast majority of the information indicated that people were satisfied with the personal care and support offered.

The people who uses services that we spoke with were generally happy with the care provided. One person told us for instance, about the service, ''They could be family, nothing to complain of at all''.

We asked people who use the service about how easily they can get staff attention when they want it. People were reasonably happy with responses. For instance, one person told us, "I say 'Would you mind?’ and they answer me." Another person told us ‘’Staff do pop into my room, as much as they can.’’

A person living in the home had an on-call buzzer in their room. It was out of sight and she told us she did not know how to use it. She said that sometimes she would like to call staff but did not want to cause a fuss.

Other evidence

We asked how people are checked on that do not have buzzers to call for assistance. We were informed that the policy is two hourly checks. There were no documents completed to confirm that these checks had taken place but we did see staff checking on the person during the visit to ensure their needs were met. Given that people's needs vary and they may not be able to call for assistance themselves, standard two hourly checks may not safely and effectively support people who use services.

The manager provided us with detailed information about one person who uses services before we were introduced to them in the home. This indicated that the manager had a good understanding of the person's needs and knowledge of their past history.

We saw an up-to-date bath/shower list in the office, which shows that people are being supported to have a bath or shower. This ensures they are being supported with regard to their personal care.

A staff member and the manager independently told us that one person's speech had improved since they moved into the home. The manager explained that they had had their medication reduced by their GP shortly after moving into the home, which had resulted in improvements in their condition. They could now for instance play Scrabble again. This shows that the person has progressed in key areas.

We discussed care plans with staff. They explained that care plans are reviewed every month but this will only show on the paper file if a change in the care plan is required. The care plan when printed off of the system will have a new date to indicate the change on the care plan.

We looked through the care plans and assessments of people that use the service. The care plans included for instance information on what people prefer to be called, some history about the person, and information about dietary needs which we found was consistent with the person’s food chart and what staff had told us.

We saw information to show that people are attending health care appointments which included the General Practitioner and hospital appointments.