Archived: MacIntyre Nottingham Support

1A Warren Arms Place, Albert Avenue, Stapleford, Nottingham, Nottinghamshire, NG9 8BW (0115) 939 2582

Provided and run by:
MacIntyre Care

All Inspections

During a check to make sure that the improvements required had been made

We reviewed this outcome to check whether the required improvements had been made after our previous inspection on 16 August 2013. The provider had written to us to tell us what improvements they planned to make to ensure the service responded effectively and appropriately to complaints and concerns.

We found the complaints register had been updated following our last inspection and now contained full details of complaints which the service had received.

The registered manager confirmed that complaints would be recorded on the register and updated as complaints progressed through different stages. The registered manager also confirmed that complaints would be responded to and the complaint investigated following the timelines stipulated in the service's complaints, comments and feedback policy.

Based on the information which the provider has sent to us, we have found the service has taken action to update the service's complaints register. The service has also put measures in place to ensure that complaints are responded to appropriately and in a timely manner.

16 August 2013

During a routine inspection

A relative of a person who used the service told us, 'The service has been brilliant; I've seen a big improvement in my relative. I can't praise the service highly enough. It's working brilliantly for my family.'

We saw that each person's care plan contained detailed information and that individual people's risks had been identified. We saw that people's care plans and risk assessments were regularly updated.

We spoke with two staff members who described the procedures in place to make a safeguarding referral. We saw that most staff had completed safeguarding training.

We looked at the staff training matrix and noted that most staff had completed training as required. We saw there was an on-going programme of training and refresher sessions.

We saw that, where required, the manager met with individual staff to discuss issues, meetings were recorded in the staff member's file and appropriate action was taken to address the issues.

A relative told us, 'I had to raise an issue with staff and they [the service] responded. I was happy with the outcome and I'd raise concerns again.'

One staff member said, 'I would inform my manager about complaints. Issues are dealt with appropriately but sometimes it takes longer than staff would like. It can take a while to resolve issues. '

Complaints people made were not always responded to appropriately and in a timely manner.

People's personal records, including medical records, were kept securely and were accurate and fit for purpose.

One staff member said, 'I don't normally keep people's records on me. Sometimes we get information about people in coded emails and I delete the emails once I've read them. We had staff training on records and secure record keeping about six months ago.'

17 October 2012

During a routine inspection

A relative of a person receiving support told us, 'I feel involved in the care of my relative. Staff ask for my relative's consent before doing anything.'

People experienced care, treatment and support that met their needs and protected their rights. A relative told us, 'My relative receives the care and support they need. Staff give my relative a consistent level of care and good service. Staff listen to my views and respect them.'

Safeguarding concerns were reported to appropriate organisations and incidents were followed up to ensure people received safe and appropriate care.

People were cared for, or supported by, suitably qualified, skilled and experienced staff. There were effective recruitment and selection processes in place.

People who use the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. A relative we spoke to said, 'Staff listen to what my relative wants and support them in the way they want.'