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Archived: Angels Community Homecare Services

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Inspection report

Date of Inspection: 15 December 2011
Date of Publication: 2 March 2012
Inspection Report published 2 March 2012 PDF | 43.04 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 15/12/2011, looked at records of people who use services, talked to staff and talked to people who use services.

Our judgement

Systems need improvement to ensure that all aspects of the service are monitored, analysed, and improved.

User experience

Most people told us that they felt confident approaching the manager with any complaints. One person told us, “Things have improved after having a clear designated manager.”

We saw a complaints log, which showed that five complaints made since 2010 were investigated. Although there was no written analysis of these complaints, discussions about the themes took place during staff meetings. We saw that some complaints people and their relatives told us about were not in the complaints book. One person told us, “I raised the complaint, put it in writing but got no response and that was 12 months ago.” This means that not all complaints were responded to and taken seriously.

Staff meetings had taken place intermittently throughout the year. Some issues raised included care staff completing documents at the beginning of the visit instead of at the end and staff going to home visits at their own times. This means that management identified some issues and attempted to resolve them.

We saw people and their relatives were sent surveys in April 2011 to comment on the quality of service. We saw that the information was collected and summarised. However, there was no action plan with this to show what changes will take place as a result of the findings. This means that although people’s opinions are sought these may not be taken seriously.

We saw an accident book, which recorded accidents or incidents that took place. There was no analysis of this information to identify patterns and trends. This means the home does not identify shortfalls to make any changes or improvements to minimise risks.

Staff told us senior care staff audit different aspects of their performance including timeliness, quality of care, maintaining dignity and duration of the call. There is a central place for recording this and several changes have been made after analysing the results. For example the amount of travel time staff had from getting from one person to another has been increased as it was found that the target was unrealistic meaning staff would usually be late. This means there is a process of monitoring and implementing positive changes for people and staff.

Other evidence

There is no further evidence.