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Archived: Unique Personnel (UK) Limited

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All reports

Inspection report

Date of Inspection: 20 February 2014
Date of Publication: 13 May 2014
Inspection Report published 13 May 2014 PDF

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 looked at the personal care or treatment records of people who use the service, carried out a visit on 20 February 2014, sent a questionnaire to people who use the service and talked with people who use the service. We talked with carers and / or family members, talked with staff and reviewed information given to us by the provider.

Our judgement

People’s privacy, dignity and independence were respected.

People’s views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

Reasons for our judgement

Most people told us they had been treated with respect and dignity by staff from the agency. A relative described the care worker as “very kind” and “cheerful”, in terms of the way they interacted with their family member. However, one person told us their care worker kept using their mobile phone during the visits which was disruptive to them.

People agreed that they were able to express their views regarding their care and the support that they needed. Where they were not able to contribute to this process their relatives and families were involved, to ensure that decisions were being made in their best interests.

Care workers learnt about how to maintain people's privacy and dignity during their induction. Staff told us they promoted privacy and dignity by making sure doors were closed and curtains were pulled when providing personal care and by not rushing people.

The deputy manager said the agency received feedback about whether people's privacy and dignity was maintained through feedback from people who used the service, direct feedback from people and spot-checks.

People's care files contained relevant information such as contact numbers, the care they could expect to receive, and how to make a complaint. However, people using the service and their relatives said they did not always receive information from the agency in a timely manner. For example, we were told that the agency did not inform them that when their usual care worker could not visit, that replacement care workers had been allocated.

We were told care workers supported people to maintain their independence wherever possible. One individual told us the care worker supported them to do things for themselves.

People told us they had been consulted and involved in the planning of their care, and that the agency listened to their views and suggestions. They confirmed they could choose to have a male or female care worker and that their choices were respected. Some people told us that a senior member of staff visited them to talk about their needs and complete their care records.

People’s diversity, values and human rights were respected. The management team told us that the majority of people using the service were Asian and, where possible, staff who spoke the same language and were from the same cultural backgrounds were allocated to people to meet their communication needs. People using the service confirmed that the staff were able to speak their preferred language when this was not English. We found that staff were able to speak languages such as Hindi, Urdu, Punjabi and Gujarati. Care records of people appropriately addressed their cultural and spiritual needs and how these were to be met.