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Archived: Westminster Homecare Limited (Leicester)

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All reports

Inspection report

Date of Inspection: 27 November 2013
Date of Publication: 14 February 2014
Inspection Report published 14 February 2014 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 27 November 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

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

Reasons for our judgement

We spoke with 20 people who used the service and their representatives and asked them about the service they received. People told us that the service regularly asked for their views about the care and support that was received during telephone interviews or by a questionnaire. People were also being visited by a member of the management team on a regular basis. This provided them with the opportunity to discuss any issues that they may have and reassured the management team that the people were satisfied with the care and support that they received.

Care workers were being provided with regular spot checks, supervision sessions and annual appraisals. Regular team meetings were also being held. These provided the care workers with the opportunity to discuss any issues or suggestions to improve the service and satisfy the management team that they were working in line with the services policies and procedures and in line with best practice.

People said they felt listened to and that their views were taken into account. Nobody we spoke with said they would be concerned about raising a complaint or concern and people told us they had a copy of the complaints policy in their folder. People also told us that their care plan was regularly reviewed.

Regular audits were being carried out on the records kept in relation to peoples care and support. Daily records, financial records and medication records were all being checked. This ensured that they were being appropriately completed and care and support was being provided in a safe and effective way.