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Archived: United Response - Nottingham DCA

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Inspection report

Date of Inspection: 26 February 2014
Date of Publication: 9 May 2014

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 26 February 2014, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and reviewed information sent to us by other authorities. We talked with other authorities.

We were supported on this inspection by an expert-by-experience. This is a person who has personal experience of using or caring for someone who uses this type of care service.

Our judgement

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

Reasons for our judgement

We spoke with people who use the service and their relatives. They told us they felt able to raise an issue with the provider and were confident it would be dealt with. One person told us “if I've got any doubts, I can phone and I talk to the manager. I haven't brought up anything in the past”.

In the care records we reviewed we saw there were risk assessments in place covering a number of areas. These assessments identified any issues and ensured people were protected against the risk of unsafe care. We saw that the provider has a system to ensure care plans and staff files were audited annually and a record kept of any changes or information required.

We saw there was a schedule in place for management to visit people in their own homes to check the person was happy with the service provided and ensure staff were delivering care appropriately. The registered manager reviews all support plans and care records every three months, once a year a manager from a different team completes this audit. This showed that there was a system in place to regularly assess and monitor the quality of the service provided.

People who use the service were supported to complete an annual survey of their experience of care and support called a “quality tree”. The survey looked at what aspect of care people liked or disliked, positive and negative experiences, choice, community involvement and plans for the coming year. The information is used to develop an individual action plan for each person which is discussed and agreed with them. The surveys were analysed to identify any trends which are discussed ay the management meeting. One person who used the service told us; “They do ask what I think, and it is okay”. A relative of a person who used the service told us; “I get questionnaires for my opinion, and they (questionnaires) might even be six monthly. I'm always getting in touch anyway, it's a very good service and it's hard to criticise”. This showed that there was a system in place to regularly assess and monitor the quality of the service provided.

Staff we spoke with told us they attend team meetings and found them useful. We saw records that showed that location meetings were held every month and follow a set agenda. Notes of the meetings showed issues of CQC outcomes, updates about people who use the service, time sheets and updates from management meetings were discussed. However some staff told us they felt the meetings were held too infrequently. One person said; “We have team meetings, they aren’t so regular, it’s not guaranteed when it will be its dependent on when we can fit the staff in. When the meetings do come around they are pretty full on they go on all morning. The only problem is if we don’t have them so regular you miss out on things.” However the person went on to say “You get feedback in supervisions which are really helpful, I know I can speak to my line manager at any time.” Staff told us they felt able to raise an issue with their line manager at any time and were confident it would be dealt with. One person told us “I would have no concerns about going to her she is fab. She’s very hands on, she knows what she is talking about and has a good understanding of the organisation.”.