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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

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

User experience

People told us they were regularly asked if they were happy with the care and the service provided. They thought the agency was open to suggestions and actively sought views to help and improve the service provided.

Some people had completed feedback forms about their care and support and had also had reviews where their views about the service had been obtained.

Other evidence

Monitoring quality

Information about the safety and quality of service provided was gathered on a continuous and ongoing basis with feedback from the people who used the service.

We found that the agency used a variety of methods in order to assess the quality of the service they were providing to people. This included regular spot checks by the provider/manager to ensure the care plan was being implemented and that all tasks within it were undertaken, we were able to confirm this was happening during the inspection. There was also regular contact via the telephone.

The agency sent out Satisfaction Questionnaires to the people using the service and their representatives in May this year. We were able to see the returned forms in the agency office, all contained positive comments about the service being provided. These included; “Quite satisfied with all of the staff I have”, “They have all been very understanding at all times”, “Everything great, no problems”, “Very, very pleased with the care I receive.”

Risk assessment and management

Risk assessments regarding individual care plans were completed during the initial visit to the service user. They were discussed and agreed with the individuals involved. The provider/manager confirmed that accidents and incidents were recorded and any lessons learnt from these were fed back to the staff team through the regular staff meetings held.

Complaints

A copy of the complaints policy was included in the service user guide that was within the care folder in each person’s home.

Processes were in place to record any complaints received and to ensure that these would be addressed within the timescales given in the policy. No complaints had been received over the last year by the service.