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Inspection report

Date of Inspection: 26 May 2011
Date of Publication: 23 June 2011
Inspection Report published 23 June 2011 PDF | 53.42 KB

People should be protected from abuse and staff should respect their human rights (outcome 7)

Meeting this standard

We checked that people who use this service

  • Are protected from abuse, or the risk of abuse, and their human rights are respected and upheld.

How this check was done

We reviewed all the information we hold about this provider, carried out a visit on 26/05/2011, checked the provider's records, observed how people were being cared for, talked to staff and talked to people who use services.

Our judgement

Systems and processes are in place to protect people from abuse and people feel at ease to raise any concerns with staff.

User experience

We received no negative comments during our visit about the care and support that people receive. People felt that if they had any concerns they would be happy to raise them with staff.

One person described an incident involving a member of staff that made them feel uncomfortable. They told us the matter was dealt with by management to their satisfaction. All those people spoken to told us that if they used their call bells to alert staff, these were answered promptly and any requests they made of staff were always carried out.

Comments included: “I have not had that difficulty” (referring to raising any concerns). “I am happy”. “They always try their best to do something about it” (if you raise something you are not happy about). “If I am not happy I would talk to any of the staff”.

Other evidence

No allegations of abuse had been received by us at the time this review was carried out. We were told that there had been no allegations of abuse received or referred by the service and there had only been one complaint received.

We looked at the letter of complaint received and this referred to an aspect of care that a relative did not feel had been managed well by the home. The PCA received by us prior to our visit explained actions that had been taken in response to the concerns raised. During our visit we were also advised of changes in practice that had taken place to ensure the person living in the home received the level of care they would expect. We found that complaints records had not been updated to show the actions taken. Management staff agreed to address this.

We were told that all new staff must have their recruitment checks fully in place before they are allowed to work alone within the home. This included Criminal Records Bureau (CRB) checks. This was so the management team could be sure staff had been deemed safe and suitable to work with vulnerable people.

An up-to-date policy and procedure in regards to protecting people from the risks associated with abuse was seen. We were told that staff were required to work though handbooks upon their induction to ensure they were familiar with the policies and procedures of the home. Management staff advised us that all staff were up-to-date with statutory training included training on protecting vulnerable people. Staff told us: “There is no training I need that I haven’t done”. “People have access to sufficient training”.

Care staff spoken to stated “If a resident comes to me with a complaint I have to tell the manager, they would not discuss it with me”. When asked what they would do if they witnessed an abusive incident they stated, “I would tell the manager but there are incident forms ….. we would have to complete”.

A member of senior care staff stated that they would deal with any complaints or serious incidents received by them in the first instance. They stated “I would talk to the member of staff and then to the manager. I would not go straight away to the manager. Normally if this happens we have to record it in the care plan or care notes and talk to the staff member about it”.