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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

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 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

The provider had some systems to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

People spoken with during the inspection, told us how they were involved with decisions which affected them personally on an informal daily basis. They had also been involved with their care assessments. Some people told us they had been consulted on their experience of the service through a satisfaction surveys. People told us they were often asked if they were happy with their care and support.

People indicated they were aware of the agency's complaints procedures and were confident any matters raised would be resolved quickly. One person said, “I would contact the manager if I was not happy, but I have had no problems”.

Satisfaction surveys had been sent out to all people using the service. These were seen to include relevant questions about the service, and we found they included positive responses. The manager said a staff survey was also to be introduced. The manager explained that any issues raised would be responded too, with policies and practices amended as necessary. We were told consideration was being given to a ‘newsletter’ to share with people the results of surveys and any other relevant information.

We found some checks and monitoring had been carried out on various processes. The provider may find it useful to note, there was a lack of information to confirm the various systems and processes were being checked to reduce the risks of non-compliance. However, the manager showed us a recently introduced computerised monitoring system, which should help to address this matter.