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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

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

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

Stakeholders told us they were happy with the service being provided. They met informally with the provider to discuss any issues and the provider, who was receptive and able to adapt the service to meet the changing needs of the people and hospital units who used it. They said the staff understood people’s needs and were sympathetic towards them. One stakeholder said they worked well together with the provider and would recommend the service to others.

Satisfaction surveys had been carried out by one of the hospital units using the service and the stakeholder said they would provide feedback to the service. The provider showed us the company satisfaction questionnaires and said these would be sent out to other hospital units to gain feedback from people using the transport service. The provider said any complaints would be made directly to the hospital concerned and they would then be informed and would provide information that might be requested. No complaints had been received since the service registered with CQC.

The provider 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. We viewed the quality assurance and quality control policy. This covered all aspects of the service provision to ensure the service provided an efficient service at all times.

Health and safety policies and risk assessments were in place. The risk assessments covered several areas of risk including lone working, motor vehicle accidents and exposure to hazardous substances, and identified the action to be taken to minimise the risks.

A business contingency plan was in place and stakeholders confirmed that appropriate arrangements were put in place to deal with adverse conditions such as severe weather conditions, so that people’s needs could be prioritised and met.

The provider may find it useful to note it was not clear if policies and procedures had been reviewed annually so the information was being kept up to date.