You are here

All reports

Inspection report

Date of Inspection: 27 February 2013
Date of Publication: 8 May 2013
Inspection Report published 8 May 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 27 February 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 received.

Reasons for our judgement

We reviewed all of the information we received from the provider. We looked at a range of organisational documents, policies, procedures and audits to see what systems the service had in place to manage risks and assure the health, welfare and safety of people using the service.

We saw that regular quality audits were undertaken to ensure that care documents were fully completed. The provider had used the information from these audits to ensure that the needs of people using its services were assessed and that care and support was planned and delivered in line with people’s individual care plans and in accordance with recognised good practice.

Feedback from relatives of people who used the service demonstrated they were asked for their views about the quality of care and support their family member’s received and that these were acted upon. One relative told us, “They [staff] are good at keeping me informed. They always ring me if they need to check anything and always ask my opinion on things.”

The provider had a system to take account of comments and complaints to improve the service. We looked at comments and complaints records and although no complaints had been received the registered manager told us that action would always be taken promptly to resolve any complaints ensuring that the rights of people who used the service were respected. We saw evidence of positive comments and thank you cards and letters received from relatives. All of the relatives we spoke with confirmed they had never had any reason to make any complaints and had no concerns about the standards of care and support their family members received.

We saw that The Oakland’s had a clear, accessible complaints procedure which was available in each bungalow in pictorial (easy read) format along with a stamped addressed envelope with the Care Quality Commission (CQC) address. Therefore, if people found the complaints procedure unsatisfactory they could contact the CQC independently.

We saw that arrangements were in place to deal with emergency situations. The service had a ‘Business Continuity / Emergency Planning’ procedure in place which included details about the procedures to be followed in an emergency situation if people needed to be evacuated and/or relocated elsewhere.

We looked at records of recent staff, senior management, and residents meetings and found that these provided both staff and people who used the service with opportunities to discuss any issues they may have. We saw that people’s views were being addressed and responded to and that information from these meetings was used to improve the services provided.

We looked at records of other internal meetings and at the findings of a range of quality monitoring documents, audits and questionnaires which had recently been undertaken which the service had used to make improvements where necessary. These showed that people who used the service were asked for their views about their care and support and these were acted upon.

We saw that the provider undertook a range of regular environmental and health and safety audits to help ensure that people’s health and safety was maintained.

The provider told us that all permanent and respite clients were sent questionnaires asking for their feedback about different aspects of the service. Completed questionnaires were reviewed and an action plan put in place to address any concerns and to make improvements to the way the service was delivered. Also that, they had a parents / carers forum where parents and carers have the opportunity to meet up and share and discuss any issues they might have. Relatives we spoke with confirmed they had been invited to attend the parents / carers forum.

The provider told us that every Sunday they had bungalow meetings with everybody who used the service in attendance, which were documented and recorded. People discussed how their week had been and were given opportunities for reflection and contemplation. Peo