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Inspection report

Date of Inspection: 25 September 2013
Date of Publication: 24 October 2013
Inspection Report published 24 October 2013 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 25 September 2013, 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 and talked with staff.

Our judgement

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

Reasons for our judgement

People who used the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. The manager explained that the quality assurance (QA) process was carried out through formal and informal consultation with residents and from visiting relatives and professionals. Feedback forms were and questions were asked about the service e.g. privacy, dignity, independence, choice, rights and fulfilment. The information and feedback gathered from these sources had been analysed. Residents had been provided with information about all aspects of this process via residents meetings and newsletters.

The manager told us that the last QA survey was carried out in July 2013 and the feedback analysed and published. We saw evidence of the survey carried out in 2013 for staff, residents and visiting professionals. We also saw the survey results and analysis for the previous survey, the results of which were very positive. One person said, “The staff always show a great deal of respect and patience towards mum. As a family we appreciate all that is done for her, thank you”. Another person said, “Respite care – a thoroughly pleasant and enjoyable experience”. Staff feedback was equally positive with several comments reflecting on Wilhelmina House being a good place to work in.

People who we spoke with said that they thought the QA process was a useful way that assisted in developing and improving services.

The general feeling within the home was warm and friendly; both staff and management were open and communicative and little sense of anxiety was apparent with service users.