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North Short Term & Urgent Support Requires improvement

All reports

Inspection report

Date of Inspection: 29 January and 7 February 2014
Date of Publication: 27 February 2014
Inspection Report published 27 February 2014 PDF

People should get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

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 January 2014 and 7 February 2014, talked with people who use the service and talked with carers and / or family members. We talked with staff.

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

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

Reasons for our judgement

Care and treatment was planned and delivered in a way that was intended to ensure people’s safety and welfare.

As part of our inspection we looked at the records of five people who had recently used, or were currently using the service.

On the day of our inspection we spoke with two locality managers. They told us when a referral was received by the provider they visited the person within 48 hours and completed an initial assessment. One of the locality managers said, “When we have done this we put the reablement support plan together.” They also told us a risk assessment was completed to identify any risks either to staff or the person using the service. This addressed various topics including; access to the property i.e. key safe or dangerous footpath. This showed care and treatment was planned and delivered in a way that was intended to ensure people’s safety and welfare.

In each of the five records we looked at we saw the reason they had been referred to the service, details as to their medical history, next of kin, the number of calls needed per day and the level of care and support each person required. We saw the initial assessment detailed both the individuals’ usual ability and their current ability. This covered a range of areas, including; all aspects of personal care (for example bathing and accessing the toilet) and housekeeping matters (for example housework and finances).

We saw the records also provided information about whether the person had any issues staff needed to be aware of. For example; if they had any wounds, problems with sleep and details of prescribed medication. This showed people’s reablement plan was individually tailored to meet their needs.

Each person’s record also contained their reablement support plan. The records were person centred and provided staff with the information they required to provide care and support to people who used the service. For example, one plan detailed, “I need someone to bring me a bowl of hot water to my bedside to wash with.” The records we looked at also provided staff with information about what the person could do for themselves, what they needed support with and how they wanted their support needs to be met. For example, one plan detailed, “I mobilise with a zimmer frame which is new me. I would like staff to observe me mobilising with the zimmer.” One person who used the service told us, “They have allowed me to do some things myself and just watched to make sure I was safe, like make my own tea.” This showed staff encouraged people using the service to regain independence, wherever possible.

The six home support workers confirmed people who used the service all had care plans in place. One member of staff said, “If there’s anything wrong with it, I contact the office. Then they go out and change it.” Another member of staff said, “Yes, it’s got to be there, I need all the information, like the hoist and which slings they use.” This showed reablement support planning took account of people’s changing care needs.

We looked at the daily log where home support workers recorded the details of the care and support they had provided. We found records reflected the care required, for example, “X told me they could manage to undress themselves.” Another record noted, “I assisted X to fill the kettle as X spills it.”

When we spoke with home support workers after the inspection, we asked them if they provided care and support to the same people who used the service. They all told us the provider tried to ensure consistency. One home support worker told us, “It is fairly consistent, but it depends on workload.” Another member of staff said, “It isn’t consistent at the moment, but I think it is just a blip. It’s not what they want to be happening.” This meant most of the times, people were supported and cared for by staff who knew them.