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Inspection report

Date of Inspection: 7 February 2014
Date of Publication: 6 March 2014
Inspection Report published 06 March 2014 PDF | 72.39 KB

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 carried out a visit on 7 February 2014, observed how people were being cared for, 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 an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

People were regularly consulted about the care and support they had received. We saw that regular tenant meetings were held with people. These meetings were open to anyone who lived at the scheme and not just people who were receiving personal care. Minutes of these meetings were on display in communal areas so that people knew what had been discussed and agreed. The minutes were in large print so that it was easier for people with a visual impairment to read. We were told that the minutes of the meetings were also available in alternative formats such as audio or braille on request.

Satisfaction surveys were carried out annually across the service. This had last been completed in August 2013. The manager told us that a volunteer (who was not an employee of the Thomas Pocklington Trust) had assisted people to complete the survey. We looked though some of the responses received and saw that people had generally been positive about the service. We noted that there was no overall report on the findings of the surveys completed. The manager told us that the provider had a new system of surveys that were going to be used on a quarterly basis and that the results of these would be analysed in future.

The care and support manager visited the scheme on a quarterly basis to conduct a quality assurance audit of the personal care services being provided. The audit included checking people’s care files, staff files, training and a review of any accidents, incidents or complaints. Where improvements were identified as needed a timescale for achieving this was set and the actions were audited at the next visit. This helped to ensure that improvements were made.

We saw that people had a copy of the provider’s complaint procedure and a form called ‘Tell me’ where they could record their complaints. No one we spoke with had any current complaints about the service. The manager told us that they had not received many complaints but kept a record of any feedback that they had received. One complaint had been received in 2013 and the manager had met with the person concerned to resolve the issue. One relative told us, “If things go wrong they acknowledge it and put things right.” One person told us they had not been happy with the timing of their calls but their call time had been adjusted when they raised this with the manager. They told us, “The manager always acts if we say anything.”