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Quality Care (North West) Limited Good

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Inspection report

Date of Inspection: 29 November 2012
Date of Publication: 28 December 2012
Inspection Report published 28 December 2012 PDF | 79.86 KB

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 29 November 2012, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

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

People who used the service had opportunities to express their views and opinions about their care and support. This included being involved in making decisions about their individual care needs and choices. One person who used the service told us, “They involve me with things, they don’t take over”, another said, “They always explain and involve me”.

All the people spoken with were aware of their individual care plans and indicated they had been involved with them. They said, “They originally went through the care plan with us” and “They went through the care plan line by line, things get done and discussed with us”. Staff spoken with during the inspection told us how they involved people with day to day matters. We looked at care plans which showed people were being consulted with; we saw some people had signed in agreement with their plans.

We asked people about their dignity and privacy, they said, “They are very respectful”, “They do indeed respect me and they respect their work” and “They respect my home”. People indicated their independence was promoted, they told us, “They encourage me to be independent, they help me to be capable” and “I feel in control, I tell them what I need”. Staff spoken with told us they encouraged people to make choices and be as independent as possible. They explained how they promoted privacy and dignity in response to people’s individual needs and circumstances. We found people’s care records were written in a respectful way and included information about their individual support needs, preferences, likes and dislikes.

People spoken with told us they had been provided with information about the agency, which made them aware of the services provided and gave contact details should they need to get in touch with managers or staff. One person said, “I have a brochure, its useful information. It includes the telephone numbers”.

People spoken with considered the agency was good with time keeping and continuity. They told us, “They stay as long as needed, they are usually on time, but they let me know if they are going to be late” and ”They stay for the correct time”.