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Archived: HRGO Recruitment Ltd - Healthcare Division

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All reports

Inspection report

Date of Inspection: 21 November 2012
Date of Publication: 13 December 2012
Inspection Report published 13 December 2012 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 21 November 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 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

The provider had a system in place to review and improve the standard of care and support received by people using the service. This system had been effective in most aspects of service review. However, we were concerned to find that medication care plans had not been updated to reflect the actual care and support that three people using the service were receiving. The provider acknowledged our concerns and told us what action they would take to address this.

Care plans had been reviewed regularly and we saw written evidence that the coordinator had visited people using the service several times. The four people we spoke with said that the coordinator visited them and they also received telephone calls to ask if their care was being provided appropriately. They were encouraged to express their views about their satisfaction with the service during contact with the coordinator. We also noted that the coordinator undertook regular unannounced spot checks to make sure that support workers were providing safe and appropriate care.

We were shown evidence that the provider undertook anonymous satisfaction surveys on a regular basis. One person made the following comment in their completed survey, "We are very happy with the care being given and the carers are most friendly and courteous at all times."

The provider had an appropriate system in place for investigating and responding to complaints about the service provided. We saw evidence that the provider had responded appropriately to a person who had made a complaint in the previous twelve months.