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Archived: Unique Personnel (UK) Limited

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All reports

Inspection report

Date of Inspection: 16 August 2012
Date of Publication: 26 September 2012
Inspection Report - DC published 26 September 2012 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

The provider was meeting this standard.

People experienced care, treatment and support that met their needs and protected their rights.

User experience

People told us that their needs had been assessed when they first started receiving care and that assessments had been ongoing.

Everyone described their care as either “good” or “very good.”

People said that most care workers let them know if they are running late. One person told us that they had problems with staff running late however the manager had dealt with the issues and the timeliness of staff was greatly improved. Two people gave examples of unforeseen emergencies they had experienced. They said care workers knew what to do and dealt with the situations reassuringly and effectively.

Other evidence

Assessment of People’s needs

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. Everyone had an assessment of their care needs in their care records looked at. Assessments of need included people’s health, social needs and nutritional needs, and their communication abilities. Risks to people’s wellbeing were assessed, including medication, mobility risks and moving and handling needs. There were assessments for equipment needed. There was a range of assessment information from other agencies including the local authority and Primary Care Trust.

Assessment of needs included people’s gender preferences for care workers and the agency ensured that care workers were well matched to the people they supported.

Care Planning

People who used the service had a written care plan which outlined their needs. Care plans were based on people’s assessed needs and their wishes and preferences for how care would be delivered. They were all signed as agreed to. The care plans were reviewed and up dated if the care had changed. Staff understood how to follow the care plans in delivering care and were active in reporting changes to their coordinators and the manager. Daily notes in the two people’s homes we visited confirmed that care workers followed the care plans.

One person we contacted told us they did not have a care plan in place from the agency. They were aware of the care package as it was implemented by the continuing care team.

Delivery of care

People using the service received a formal monitoring visit every twelve months. Spot checks and reviews did take place before the twelve month period if staff or family members reported changes of care needs. Care workers understood how to report changes in people’s wellbeing so that their care could be reviewed if necessary. We saw examples of reviews of changing needs documented in people’s care records and evidence that people’s families or people of importance to them were involved in their care planning.

The manager explained how the agency ensured continuity of care through using a ‘live’ visit monitoring system run by the care coordinators. The agency had a low number of missed visits; gave weekly and monthly monitoring reports to the placing local authority and received daily updates from care workers.

Care coordinators told us that care workers are given short distances to travel between people using the service to help them manage their workload within timeframes. Staff spoken with agreed that they usually had sufficient travelling time.

Out of hours calls were monitored and responded to by the out of hour’s team, who liaised with duty coordinators and the manager.

Staff had been trained in what to do in an emergency and there were clear procedures for them to follow.