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Voyage (DCA) London East Good

The provider of this service changed - see old profile

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Inspection report

Date of Inspection: 25 November 2014
Date of Publication: 5 February 2015
Inspection Report published 05 February 2015 PDF | 68.94 KB


Inspection carried out on 25 November 2014

During an inspection to make sure that the improvements required had been made

At our previous inspection of the service on 20 and 21 August 2014 we observed that care had not been taken to protect people who used the service against financial abuse. This was because the policy and procedures that were in place for protecting people against financial abuse had not been followed.

We also found that the provider did not have an effective system in place to regularly assess and monitor the quality of service that people received. Although the provider sent out yearly surveys the number of surveys returned was very low. The provider had not made any other provision to gather people's views about the service delivered.

Following that inspection we asked the provider to take action to achieve compliance with the appropriate regulation. The provider sent us an action plan in September 2014 setting out the steps they had taken to do this. During this visit we checked these actions had been completed.

We spoke with the manager and asked the deputy manager to send us information about staff supervision and team meetings. We looked at financial and auditing records.

This announced inspection was carried out by a single inspector. We considered all the evidence gathered under the outcomes inspected and used the information to answer two of the five questions we always ask: is the service safe, caring, responsive, effective and well led.

Is the service safe?

The provider had taken most of the steps that they had told us about towards ensuring peoples finances were kept safe. We saw that receipts at one supported living scheme were now being obtained for all purchases. These had been checked and listed on a finance record sheet and signed by two staff members and also checked by senior staff on a daily basis. However at another supported living scheme where one person lived, the new procedure was not being followed appropriately. Staff had obtained and checked all the receipts on the finance record sheet but they were not being audited by senior staff. The manager told us that they would now ensure these sheets were audited on a monthly basis.

Is the service responsive?

The service was responsive because the manager and deputy manager had telephoned all the people who used the service and their families to gain their feedback on the service they received. Results showed that the majority of people were happy with the care they or their family member received. A survey was also sent to staff. Actions had been recorded and where appropriate fed back to the provider.