You are here

Archived: Rise & Shine Care Limited

All reports

Inspection report

Date of Inspection: 7 February 2013
Date of Publication: 20 March 2013
Inspection Report published 20 March 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 7 February 2013, observed how people were being cared for 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 were considered in the way the service was delivered to meet their care and welfare. People who used the service were able to make informed choices about their lives and their dignity was respected.

Reasons for our judgement

The manager told us they gave the relevant information about the agency to people before they started receiving care, for example, how to make a complaint if they were not happy with any part of the service. The manager showed us a comprehensive booklet she gave to people which contained a range of information about how the service was run, what service to expect and telephone contact numbers. The booklet contained the complaints procedure. We saw copies of the information given to people and this was confirmed by those we spoke with. One person said “I was given information when I started” and another said “I have a folder but don’t bother with it.”

People said that they were able to pass on their views about the service and the support they received. They said that they were able to talk with staff about their support and any changes that were needed. For example one person said “we can ask for things to be changed at any time, when we did, they were fine about it.”

We reviewed three care packages and each had an assessment which was carried out to make sure the agency was able to meet the person's needs before agreeing to provide the service. The manager told us this was to ensure that care and support plans were tailored to the person's need. People told us staff were respectful and kind when providing personal care. One said person said "we are pleased with them, they provide a service to a good standard."

People were involved in making decisions about their care and support. People we spoke with told us staff explained the care and support they provided to them. People said if changes were made to their care and support staff would consult with them and seek their agreement about the changes. One person said “the supervisor comes often, I make changes with her, she is very approachable, so I find it easy to do.” Another person said “it took a week to assess, we said what we wanted and they said how they would accommodate us.”

The staff we spoke with were able to describe how they would provide care and support in a respectful dignified way. One staff member said “I would ask the client their preferences. Keep asking how they feel about things, respect their feelings.” Whilst another member of staff said “I would address them by their name of choice, pull curtains and use towels when providing personal care, to keep their dignity.” Another member of staff said we have to listen to what the person wants and sometimes it might be different to what the relative wants for them.” People told us about the staff “they are very kind, seem caring, chatty and cheerful.”

People told us that they liked the staff that supported them. One person told us how their carer did the little extra things for them if they had time, like tidy up or make refreshments.

From this evidence we concluded that people who used the service were given opportunities to express their views about the service and staff respected their privacy and dignity.