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Archived: Continued Care from Oakville Limited

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All reports

Inspection report

Date of Inspection: 11 December 2012
Date of Publication: 3 January 2013
Inspection Report published 3 January 2013 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 11 December 2012, 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 privacy, dignity and independence were respected. 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 who used the service said they were asked about their care needs and felt listened to and involved in planning their care. They told us that the agency staff had regular contact with them, to ask for their opinion of the service. They said that staff were ‘considerate, caring and diligent’ in all they did. One person said staff understood that different levels of support were needed at different times and that staff adjusted what they did according to how the person was feeling during the visit. They described their care workers as ‘absolutely great.’ They went on to say, “I couldn’t manage without them. They give me support and confidence to stay at home.”

People were given appropriate information and support regarding their care and support. People we spoke with told us they received good information about the agency prior to using it. They said they knew who to contact if they had any queries or concerns. People told us they got regular care workers, who were always introduced to them before they began providing the care. This meant they were able to build up a trusting relationship with the care worker. None of the people we spoke with had had to report a missed call. They added even in the very bad weather the staff managed to visit them.

The manager told us they gained feedback through the use of surveys, individual visits to the clients and through information provided by care workers. We looked at the feedback given in a survey conducted in 2011. This showed a high degree of satisfaction with the service provided. We also saw several complimentary letters and cards sent by people who had used the service, expressing their thanks for the support given and praising staff for their work. The manager told us that they worked hard to match the right care workers to a client and that staff felt this was a key factor to the success of any care package.

Staff told us there were good systems in place to make sure people’s privacy, dignity, choices and independence were promoted. They said they always had enough time to make sure people’s care needs were met in a timely and dignified manner. They gave us examples of how they respected people’s privacy and dignity. They showed they had a good understanding of person centred care and saw people as individuals. One member of staff told us, "I am proud to wear my uniform. We put the clients first always.” Staff described their commitment to their work and the people and families they supported.