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Archived: HomeCare (Mellor) Good

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Inspection report

Date of Inspection: 9 May 2013
Date of Publication: 14 June 2013
Inspection Report published 14 June 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 9 May 2013, 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 carers and / or family members, talked with staff and reviewed information given to us by the provider.

Our judgement

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

Reasons for our judgement

There was a clear management structure in place and all those we spoke with were aware of people’s roles within service. We noted that the managers we spoke with were very positive about the service and demonstrated a genuine commitment to providing good quality services.

This was supported by all the people we spoke with who expressed satisfaction with the service provided. People told us that they knew the managers of the service and found them approachable and supportive. One person said, ‘’I know if I have got any concerns they would sort it out straight away.’’ Another commented, ‘’They are always very kind and pleasant. I look forward to speaking to them.’’

We were able to confirm that there were processes in place to monitor the quality of service provided and that people using the service or their representatives were regularly invited to take part in surveys and reviews. The manager advised that all survey responses were analysed by the provider and a report generated which would identify any themes or trends.

It was pleasing to note that where issues had been highlighted through consultation with people using the service, action had been taken to address them. For example, the manager had improved processes for informing people about delays or changes of visit times as a result of feedback received.

One service user we spoke with told us that when they had new carers, they were always asked for feedback about their approach and attitude.

As part of the agency’s contract with the local authority they were required to monitor specific areas, such as how punctual and reliable carers were. An electronic booking in system was in place for all carers, which enabled managers to monitor times visits began and lasted for.

We saw that managers closely monitored areas such as training and also carried out spot checks of staff out in the community. The manager advised us that a new senior staff member had recently been recruited to concentrate solely on carrying out spot checks of staff and quality audits.

Staff we spoke with were aware of the service’s policies and procedures and also confirmed that there was always a manager available to provide advice and support at any time. Staff expressed confidence in the organisation and the managers.

The agency had a number of policies and procedures in place to help promote the health and safety of those using and working at the service. These were supported by a detailed training programme for staff, in key health and safety areas such as moving and handling and food hygiene.

Environmental risk assessments were carried out in all service users’ homes so that any risks to them or care staff could be identified and addressed. In addition, the agency had processes in place to ensure that any equipment used by staff such as moving and handling equipment, was regularly serviced and safe to use.