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Archived: Avonwood Manor Home Care Angels

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Inspection report

Date of Inspection: 20, 28 January and 3 February 2014
Date of Publication: 5 March 2014
Inspection Report published 05 March 2014 PDF | 79.62 KB

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Not met 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 20 January 2014, 28 January 2014 and 3 February 2014, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and reviewed information given to us by the provider.

Our judgement

The provider did not have an effective system in place to regularly assess and monitor the quality of the service that people receive.

Reasons for our judgement

We asked for all of the information the service had to show us how they assessed and monitored the quality of service provision. The registered manager told us that they spoke to people who used the service about the quality of their care and their satisfaction when care reviews took place. There was no record of these discussions although the manager was clear that if any issues arose, they were dealt with immediately. The manager also showed us comment cards which were given out to people who used the service. When they were completed these were sent to an independent company who analysed the cards and fed back to the manager. There were no feedback reports available from these comment cards.

We asked the registered manager for copies of any audits of areas such as infection prevention and control, medication, or staff supervision, that had been undertaken. The registered manager told us that they had not carried out any of these but that they did carry out spot checks on care workers to check the quality of their work.

We found that there were no systems in place to monitor the quality and information in care plans and to determine whether the care provided was appropriate, delivered correctly and was effective. This meant that the agency did not have a system in place to identify, assess and manage the risks relating to the health, safety and welfare of people who used the service.

We looked at the complaints policy. We noted that the policy was clear and stated that complaints would be investigated, analysed and all parties kept involved should there be any complaints received. The manager told us that no complaints had been received in the last 12 months. People who used the service and relatives we spoke with told us that they were aware of how and to whom they could make a complaint. All of the people and relatives we spoke with said that they had not needed to make any complaints because they only have to raise things with the agency and they are sorted out.

We looked at records for accidents and incidents. The manager told us they had not had any notifiable accidents or incidents in the previous 12 months. We noted the records relating to general falls, slips and accidents had been correctly completed and where appropriate, preventative action had been taken to ensure the incident would not happen again. This meant there was evidence that learning from incidents/investigations took

place and appropriate changes were implemented.