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St Anne's Community Services - Phoenix Court Good

All reports

Inspection report

Date of Inspection: 13 November 2013
Date of Publication: 11 January 2014

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 looked at the personal care or treatment records of people who use the service, carried out a visit on 13 November 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and reviewed information sent to us by commissioners of services.

Our judgement

The provider had a system to regularly assess and monitor the quality of service that people received.

Reasons for our judgement

People who used the service said that they had no concerns or complaints about the service. Staff told us that they felt able to speak out if they needed anything and believed the senior staff would act on their concerns.

The registered manager told us people who used the service and their relatives were involved in care planning. Feedback on people’s satisfaction with the service was gained through staff meetings, and observation. One relative told us ‘we ring the service to tell them what he wants.’

The provider had an effective system to regularly assess and monitor the quality of care people received. We saw evidence that most care records were reviewed on a regular basis. The provider should note that the documentation suggested that some of these reviews appeared to be overdue.

We saw that the service had regular staff meetings in place. Staff told us the meetings were informative and gave them opportunity to discuss issues and put forward new ideas. We were shown a copy of the minutes of the last meeting.

We were shown information that indicated that managers audited various sectors of the service on a regular basis. We were told that the Regional Manager visited the service and carried out a random audit each month and took action on areas that required improvement. We were told these records were electronically held and were not available at the time of our visit. We were sent a random sample of audit information within a week of our visit.

The manager and staff confirmed that systems were in place to monitor the service. We looked at incident reporting and health and safety records which showed checks were carried out on a regular basis.

We saw evidence that people who used the service had choice around the food and meals they were offered. We saw information in the care plans which indicated that people’s preferences and choices were catered for and any specific dietary needs were being met.

Staff told us that the provider had training, supervision and appraisal procedures in place to monitor the quality of care that people received.

Our observations of the service found that the environment was clean and tidy. The décor and furnishings we saw were in keeping with the style of the home and offered people a choice of seating in a warm and comfortable environment. One person who visited the service had written a note about the environment which was located in the compliment book. This note stated ‘totally amazed at how tidy, clean and smelling clean and fresh.’

Staff told us that they felt able to speak out if they needed anything and believed the staff, the manager or the registered provider would act on their concerns. People who spoke with us said they were aware of the complaints policy and procedure. There were no recent complaints in the book at the time of our visit.

One relative told us we get correspondence from the home and copies of assessments, reviews and service agreements on a regular basis and ‘I am comfortable with the way things are.’