Archived: Medihome Limited

People told us their treatment and care needs were agreed with them before the service commenced. One person told us 'The staff went through exactly what service will be provided to me and how long the treatment will last. I fully agreed with the service and signed the consent form.' Another person told us 'They went through the consent form with me.' We found where people did not have the capacity to consent; the provider had systems in place to ensure they acted in accordance with legal requirements.

We found the provider had effective recruitment and selection processes in place and appropriate checks were undertaken before staff began work.

We found people who use the service and their representatives were asked for their views about their care and treatment and they were acted on. We reviewed several completed questionnaires and noted the responses were very positive. For example, two people described the quality of care delivered to them as 'Excellent' and 'Very good.'

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. People told us they were pleased with the standard of care they received from their regular nurse or physiotherapist. One person told us 'the standard of service is very good.' Another person said 'the quality and the standard of the service are pretty good.'

People who use the service were protected from the risk of abuse. One person told us 'I am comfortable with the staff, I am pleased with their approach and I feel safe when they come around' and another person said 'I always feel safe when they come as they show me their identification card, staff are always uniformed and tell me their name'.

People were made aware of the complaints system. An explanation of the provider's complaints procedure was included in the 'patient guide' provided to everyone who used the service. One person said 'they have responded to me whenever I have raised a concern, they have dealt with it and provided me with a positive response' and another person told us 'I have not made a complaint but I know how to if I needed to'.