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Archived: Majestic Care North West

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Inspection report

Date of Inspection: 11 July 2013
Date of Publication: 12 September 2013
Inspection Report published 12 September 2013 PDF | 77.81 KB

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

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 11 July 2013, checked how people were cared for at each stage of their treatment and care and talked with people who use the service. We talked with carers and / or family members and talked with staff.

Our judgement

People’s views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

Reasons for our judgement

People using Majestic Care Services had opportunities to express their views and opinions about their care and support. This included being involved in making decisions about their individual care needs and choices. People using the service told us: “They came and asked what we needed”, “They came to assess me and went through everything” and “They involve me with what’s happening”.

All the people spoken with had an awareness of their individual care plans and indicated they had been involved with them. One person explained, “I have a care plan, it includes everything, I am happy with what they do”.

Most people spoken with considered the agency was good with time keeping and continuity. They told us, “They arrive on time and have never missed a visit”, “They don’t leave me without care”, “We have had our ups and downs but things are okay now” and “They stay for the agreed time and never go early”.

People using the service were supported and encouraged to be as independent as possible, they told us, “I do things for myself, my carer does what I want her to do, she asks me if anything is different”, “I like to do what I can for myself and they have done what I asked them to do”.

We asked people about their dignity and privacy they said: “Absolutely respectful”, “They are courteous and privacy is respected”, “My carer treats me well” and “Very polite”.

Care workers spoken with gave us examples of how they encouraged people to be independent. They said they involved people in making decisions, by asking them how they wanted things done. They told us how they promoted privacy and dignity in response to peoples’ individual needs and circumstances.

People spoken with told us they had been provided with information about the agency, which made them aware of the services provided and gave contact details should they need to get in touch with managers or staff. One person explained, “There is a big file of information”. We looked at the information provided in the service user guide. The provider may find it useful to note, that the agencies’ complaints procedure included incorrect contact details for the Care Quality Commission. This meant people were not effectively informed of their rights to raise concerns.