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Archived: SSA Quality Care

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All reports

Inspection report

Date of Inspection: 25 January 2013
Date of Publication: 22 February 2013
Inspection Report published 22 February 2013 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

We looked at the personal care or treatment records of people who use the service, carried out a visit on 25 January 2013, talked with people who use the service and talked with staff.

Our judgement

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

Reasons for our judgement

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

People who used the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. People's views were gained through the use of telephone surveys, annual questionnaires and during their reviews of care. We saw documentation which showed people and their relatives were asked to complete an annual survey and telephone surveys were undertaken. These enabled them to comment on the care and support which was being provided. We noted the last questionnaire was undertaken in May 2012 and the outcome from the survey had been analysed. The analysis showed 18 people had responded in which 90 per cent percent felt their care needs and their agreed outcomes were met and 91 per cent were confident that the care staff were competent and properly trained to undertake their tasks. We saw the responses had been analysed and actions to make improvements had been undertaken. One example was the introduction of a call monitoring system to log the arrival and departure times of care staff. The manager informed us this had proved to be an effective tool in monitoring that care was being delivered at the agreed time and for the agreed length of time.

Another improvement was made in response to non-drivers applying to work as carers but being unable to take the post due to transport difficulties. The service employed a driver whose prime function is to transport the carers who do not have a car from client to client. This the manager told us has proved to be effective and enabled them to recruit suitable staff who otherwise could not have undertaken the role and met people's needs effectively.

We saw risk assessments relating to activities which staff were supporting people to undertake. There was evidence which showed risk assessments were reviewed as and when people's needs changed to promote their safety.

The provider took account of complaints and comments to improve the service. We noted the service maintained a record of complaints. There were three complaints recorded which had been investigated in line with the service's complaints policy and procedure. The provider said the service learnt from complaints and made changes wherever possible to improve on the care provided.