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Archived: Manchester Shared Lives

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All reports

Inspection report

Date of Inspection: 19 April 2012
Date of Publication: 11 May 2012
Inspection Report published 11 May 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. The provider also had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people using the service and others.

User experience

We haven’t been able to speak with people using the service because we were reviewing the compliance of the scheme. However we gathered evidence of people’s experiences of the service by reviewing completed customer and provider surveys and inspecting how the scheme was monitoring and reviewing the quality of the service provided. We found that there was regular and appropriate consultation with customers and the providers who supported them.

Other evidence

Systems were in place to monitor the quality of the services provided. These systems included the gathering, recording and evaluation of information about the quality and safety of the support provided by the scheme’s approved providers. We were shown records of regular checks (audits) that were conducted in respect of customers finances, medication audits, support plans. Where any issues were identified a plan to address them was developed, implemented and monitored.

There was also a robust system of customer review. This included regular formal review of all aspects of the customer’s placement with an individual provider of the scheme. The views of the customer were central to the review and where necessary the customer was supported by an independent advocate. Customers were regularly invited to complete a survey to determine their views about the service they receive. The surveys, (available in a variety of suitable formats), were developed with the assistance of the ‘Our service/our say’ group – made up of customers who meet regularly with senior staff from the scheme to discus issues of mutual interest. We were shown records of past meetings. Where any issues were identified a plan to address them was developed, implemented and monitored. The system of customer review, described above, is supplemented by regular unannounced visits to providers by a senior manager of the scheme.

Regular meetings were held between staff and senior managers to discuss pertinent issues relating to employment and support given to the providers/customers of the scheme. Such meetings included seeking the views of staff about the quality of the service being provided. We were shown records of past meetings. Where any issues were identified a plan to address them was developed, implemented and monitored.

A system for regular meetings for the providers (who support the customers) of the scheme was operated. This gave the providers the opportunity to raise more general issues with the senior managers of the scheme. We were shown records of past meetings. Where any issues were identified a plan to address them was developed, implemented and monitored. Providers also participated in the regular reviews of customer placements. The quality of the service provided by providers is kept under review. Any significant concerns are referred to the independent board that determines the approval status of providers of the scheme.