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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

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

Our judgement

The provider was meeting this standard.

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

User experience

People told us they were able to give views about the service and be listened to. They said their feedback was asked for. They understood the procedure for making a complaint.

Other evidence

Monitoring quality

The agency monitored the quality of care through telephone calls and visits to people’s homes, which were recorded in care records. We observed office staff carrying out monitoring calls. Questionnaires were also sent out on an annual basis to people using the service and their families. We saw evidence of regular audits. People who use the service and their representatives were asked for their views about their care and treatment. We saw evidence that feedback from people was reviewed and acted on.

Risk assessment and management

The agency had procedures for managing risks. These included risk assessments in people’s homes, risk management plans for late or missed visits, and a range of other operational risk management procedures.

We looked at the incident reporting system and talked to staff about how they learnt from incidents. Incidents were reported, assessed and actions taken if needed. The manager kept incident records under review. Care workers spoken with had a good understanding of how to respond to, record and report incidents.

Complaints

There was a complaints policy and procedure in place. We looked at the complaints records which showed that they had been responded to appropriately, within timeframes and were thoroughly investigated. The agency fed this information into the contract monitoring reporting system, acted on issues arising from complaints and incidents and escalated concerns as necessary. Staff spoken to were trained in handling complaints.