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East Living - Domiciliary Care Service Outstanding

All reports

Inspection report

Date of Inspection: 8 February 2013
Date of Publication: 19 March 2013
Inspection Report published 19 March 2013 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 8 February 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

People experienced care and support that met their needs and protected their rights.

Reasons for our judgement

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. Care files were holistic and person centred. We checked six care files and found all had an initial assessment in place. We spoke to people who used the service who confirmed that they had received an initial assessment before their care had started. They said that this assessment had formed the basis of their care plan, which they signed in agreement.

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. Care plans were detailed, holistic and person centred. Care plans, known as ‘support plans’, and risk assessments demonstrated that the individual they concerned had been involved in their development.

People that used the service confirmed the care staff involved them in planning and reviewing their care. People told us that they had copies of their support plans in their home and said that their support plans covered all their assessed needs.

People said they knew what to do if they were unhappy with any of their care. One person said that staff “were not always as polite as they should be” and they “had reported this to a manager.” Everyone else we spoke to felt the service was “very good” and “staff were very polite and helpful.”

Care staff confirmed that they were required to become familiar with each person's care plan and risk assessment before they started working with that person.

Senior managers told us that all care staff were expected to report any identified change in the needs of anyone they visited. They would pass this onto the on site manager who would implement any required changes to their care and their support plan would be updated.

We were told four senior managers meet with people who use the service on a regular basis to ensure their needs were met in the way that had been agreed.

There were arrangements in place to deal with foreseeable emergencies such as out of hours contact details and appropriate policies and procedures to support staff.

People’s care and treatment was planned and delivered in a way that protected them from unlawful discrimination. Where people had culturally diverse needs identified, those needs were planned for in the care plans.