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Inspection report

Date of Inspection: 6 November 2012
Date of Publication: 28 November 2012
Inspection Report published 28 November 2012 PDF

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 6 November 2012, observed how people were being cared for and talked with staff. We talked with stakeholders.

Our judgement

People’s privacy, dignity and independence were respected.

Reasons for our judgement

People were supported in promoting their independence and community involvement. Staff said that prior to collecting an individual they were provided with information about the person so they were able to support them appropriately. We observed a member of staff escorting someone with mobility needs to their vehicle and they were supportive and let the person take the time they needed to access the vehicle.

People’s diversity, values and human rights were respected. Staff understood the different needs of people using the service, for example the support needed for people who had undergone treatment such as chemotherapy or radiotherapy. The provider said when required they could provide staff who could communicate with people from Asian and Eastern European communities in their preferred languages.

Staff told us they understood people’s rights and they treated them with respect and maintained their dignity. We read some ‘thank you’ cards that people using the service had sent. Comments included “The care and courtesy of the drivers was much appreciated” and “A big thank you to all the drivers for making the journeys to and fro from my treatment as good as they could be in the circumstances and for their patience, politeness, sensitivity and not least, the humour”.