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Archived: Total Community Care

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All reports

Inspection report

Date of Inspection: 27 June 2012
Date of Publication: 16 July 2012
Inspection Report published 16 July 2012 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

Our judgement

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

User experience

All care plans included a `service user guide' that included details about how a person who used the could raise a concern or make a complaint. One relative of a person who used the service told us, "I know that I can raise concerns with the one of the directors." Another relative told us, "If we have any issues we know they will be dealt with quickly."

Other evidence

The service's processes for assessing and monitoring the quality of service provision had been aligned to the Care Quality Commission's Essential standards of quality and safety.

Assessment and monitoring processes included separate annual surveys of people who used the service and staff; an incident and accident reporting system; a staff performance and appraisal process and assessments by external bodies. The service's governance and organisational structure meant that strategic decisions based on assessments of performance had been made at senior level and then implemented through action plans that were regularly reviewed. There was evidence that learning from incidents had taken k place and appropriate changes had been implemented.