You are here

Archived: Combined Care Services

All reports

Inspection report

Date of Inspection: 24 August 2012
Date of Publication: 18 October 2012
Inspection Report - DC published 18 October 2012 PDF | 50.24 KB

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

How this check was done

We reviewed all the information we hold about this provider, carried out a visit on 24/08/2012, checked the provider's records, observed how people were being cared for, looked at records of people who use services, reviewed information from people who use the service, talked to staff, reviewed information from stakeholders and talked to people who use services.

Our judgement

The provider was meeting this standard. People's views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

User experience

People we spoke with told us they were given choices as to what they needed care workers to do for them. They said that they were involved in making decisions about their care and support package and they understood the choices available to them.

They told us that they or their representative, usually family members were involved in any discussions and decisions about their future care and support needs and that they felt as if their wishes had been listened to and acted upon.

Comments from the people we visited or contacted by telephone included; “Peace of mind, they are a godsend.”

The people who spoke to us were very positive about the service and felt they were treated with courtesy and respect. They said they felt able to choose how the care worker spent their time with them and were confident about directing them. They understood that they could ask for more time or for a change in the type of support if they needed. People also said they could tell the care worker how they liked things done and that their wishes would be respected. They said care workers showed an interest in them; took time to talk with them and to get to know them as individuals. Comments included; “We have a chat and a laugh.”

Other evidence

Was privacy and dignity respected?

We spoke with one care worker and the provider/manager about how they promoted privacy and dignity for people who used the service. During the home visits we also observed the warm relaxed and positive relationship between one of the people using the service and the two carers who were visiting her. Privacy was respected and protected. The provider/manager said that all staff had received training on maintaining privacy and dignity as part of their induction. She told us that she observed the care workers at their work place to ensure that the privacy and dignity of the individuals was maintained whilst delivering care and support. People told us during our home visits and during the phone calls we made that the staff members always treated them with respect.

The manager told us that staff members had training in dignity and respect and that these themes are included in other training sessions including moving and handling training. Staff members are provided with information about privacy and dignity in their staff handbook.

Were people involved in making choices & decisions about their care?

Staff members said that an individual's needs were assessed during an initial visit from the provider/manager. During this visit a care plan would be completed with the individual. Staff members told us that if a person requested a change in their support then this would be discussed with them as to how it could be achieved. The provider/manager had regular contact with the person and the care package would be reviewed and updated with the individual. Care folders were audited by the provider/manager. People who used the service confirmed that their needs were reviewed on a regular basis and changes were made if necessary.

The provider/manager told us about procedures to ensure that people's choices were acted upon. This included the use of a computer programme that recorded a client’s information and any discussions or changes that had occurred. The agency’s assessment document had the following statement within it; “this document invites an initial discussion between the client and assessor on matters such as the clients own assessment of their physical and mental health, disabilities or impairments, and the client’s own ideas about the support they need, how it should be delivered and when”.