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Archived: Rise & Shine Care Limited

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Inspection report

Date of Inspection: 7 February 2013
Date of Publication: 20 March 2013
Inspection Report published 20 March 2013 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 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

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

Reasons for our judgement

Systems were in place to monitor the quality of the care provided, which reflected the local quality assurance policy. For example, the manager told us that monitoring the quality and performance of the service was undertaken through different methods. These included comments from people using the service, observed practice and people’s Individual service reviews.

Satisfaction surveys were undertaken with people who used services and there were monitoring visits to people’s homes by the supervisors. These visits were to ensure person centred care was delivered in people’s homes and that staff were providing a professional service. One person said she along “with staff and the supervisor make changes to my support and care” whilst another simply said “I have reviews but nothing needs changing.”

We saw that the organisation which owned the agency carried out annual service user survey to comment on how the service was run. The comments were looked at and action plans put together if changes were need to the service. The returned forms which we viewed spoke positively of the service. For example several people using the service said, staff generally arrived on time, they wore clean and tidy uniforms and always wore an identity badge. One of the forms made a request for a change in how care was delivered and we saw from the records that changes had been made.

The service carried out quality telephone reviews where they asked the person about the service they were getting. The records showed the results were positive. Questions included attitude of carers, respect shown by the staff and reliability.

People told us that they were happy with the services being provided by the agency and how they were supported. They said staff were very good to them and the supervisor visited regularly to check if they were satisfied with the quality of care provided. People said their views on the service were listened to and acted upon. One person said “the supervisor comes and asks if everything is alright” whilst another said “the supervisor is very good, I rely on her more than anyone else.”

Staff said that the managers were supportive and approachable and would listen to any of their concerns in relation to the services provided. Staff said when they asked for information or help they got the support they needed. Recently staff had asked for more information on Parkinson disease, the manager was aware of their request, one member of staff had received it and another was still waiting for it.

The manager told us that they had not received any complaints, but would investigate and learn from any concerns raised. There were no accidents recorded which involved the service and appropriate risk assessments were put in place to minimise the risks. Assessments included the risk to staff from hazardous substances in people’s homes.

The organisation carried out six monthly surveys of the service. A recent survey highlighted that more office hours were needed to manage the service and the manager was able to recruit part time help. Following a risk assessment of the premises, the service had consulted the fire officer to assess the fire arrangements in the office. The service had also carried out a health and safety survey of the office.

We saw that the provider's policies and procedures were in an electronic form and updated regularly to ensure that the guidance for staff was kept up to date.

Systems were being developed to improve the monitoring of the staff training with a matrix being developed. The service had a business plan for next year which included the implementation of new corporate paperwork.

People who used the service, their representatives and staff were asked for their views about their care and treatment and they were acted upon. The evidence we considered demonstrated that the service took account of information from a range of sources in order to monitor and improve the service.