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Inspection report

Date of Inspection: 6 August 2013
Date of Publication: 10 September 2013
Inspection Report published 10 September 2013 PDF | 72.03 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)

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 August 2013, talked with people who use the service and talked with staff. We reviewed information given to us by the provider.

We also reviewed recent survey satisfaction results from people who use the service.

Our judgement

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

The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who use the service and others.

Reasons for our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive. The provider carried out satisfaction surveys and respondents had rated the service with high levels of satisfaction. This demonstrated that the quality of the provider’s service was monitored and that the views of people were sought to identify areas for improvement.

The complaint’s policy was displayed in reception. We were informed that if a person had a query or wanted to raise a concern with the service they could first speak with the receptionist and they would look into this. If a complaint was more serious this would be passed on to the complaint’s lead and investigated further. We saw the log that staff used to record complaints. The complaints were documented along with the outcome and whether this had been resolved to the person’s satisfaction. One person we spoke with told us they would know how to raise a complaint if they needed to.

The provider had systems to identify, assess and manage risks to health, safety and the welfare of people using the service. The emergency drugs were checked weekly and there was a log to record any accidents or incidents. However there were none recorded to date.