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Archived: Direct Health (Coventry)

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Inspection report

Date of Inspection: 14 January 2013
Date of Publication: 7 February 2013
Inspection Report published 7 February 2013 PDF | 79.03 KB

People should get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

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 14 January 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

People experienced care, treatment and support that met their needs and protected their rights.

Reasons for our judgement

We looked in detail at the care records of three people using the service who had differing care needs. We were satisfied the records provided staff with sufficient information to ensure the care needs of people were met. Risk assessments had also been carried out to ensure care needs were met safely. The provider might find it useful to note we identified through looking at one of these records, and through discussion with one of the care co-ordinators that the yearly care reviews of some people were behind schedule. We were informed an action plan had been put in place to address this and the service expected all reviews to be in date within six weeks of our visit.

We checked the notes staff had written each time they visited the person using the service. The notes demonstrated staff were undertaking care as determined in the care plan.

We randomly selected six people using the service and asked Direct Health to contact them to ask their permission for us to phone them. We wanted to hear their experiences of the service. We spoke to four of the initial six people selected. All four people told us they were pleased with the service they received from Direct Health. Three of the four told us they now had regular carers to provide continuity of care. They told us this was an improvement because previously they had experienced a number of changes in staff coming to their homes. One person told us, “Staffing seems to have settled down, the lady who comes is absolutely marvellous”. Another person told us, “I used to get an assortment of staff, now I get regular ones during the week…I am very pleased with the care”.

All people told us either they or their relative were treated with dignity and respect. They told us staff took their time to support them with their care needs. They told us staff arrived at the time they should.

We spoke with four staff. They told us there was a new system in place which helped the agency identify the length of time it took to travel from one call to another. This meant they were given enough time to travel between calls. Staff told us they had to phone the office once they had arrived at a person’s home and phone again on leaving. This ensured the office co-ordinators were aware if a call had not been made or if the staff member was running late. They could then take action.

We checked staff had a good understanding of pressure area care and the prevention of pressure ulcers. This had been identified as a concern at the last inspection. We noted all staff now received this as part of their induction training. We saw information in files which demonstrated staff were alert to skin changes and acted upon the changes. Staff spoken with confirmed they had received training in pressure area care and were confident in knowing what they should do if a person was at risk. One relative told us, “If x has sores they notice and tell you…they were putting creams on…they also let you know when x’s nails are getting too long…they’re lovely ladies, very jolly and friendly”.

We were told by staff that they do not get to see the care plans of a new person using the service until they arrive at the person’s home. They informed us they might be given some information over the phone, but the majority of the care plan had to be seen at the home on their first visit. Staff spoken with told us they would not start care until they had read the care plan. The provider might find it useful to note that it is good practice for staff to understand the care needs of the person before arriving at their home. This gives them the opportunity to discuss any queries or ask questions if this is needed. Having to read the care plan for the first time during the care session cuts down on the time staff have to undertake care and may impact on the quality of care provided.