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Archived: Caremark (Barnsley)

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Inspection report

Date of Inspection: 2 July 2013
Date of Publication: 18 July 2013
Inspection Report published 18 July 2013 PDF

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 looked at the personal care or treatment records of people who use the service, carried out a visit on 2 July 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

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

Reasons for our judgement

We spoke with eleven people who used the service and seven relatives of people who used the service. One person told us they had received a questionnaire “not too long ago” asking them for their views. Everyone else we spoke with said that since starting with the service, a supervisor had been out to check that they were satisfied with everything. One person said, “I remember two visits asking me if I got what I wanted and was happy with the standard.” Other comments included, “someone comes out to check on the carers and see if I am happy with everything”, “someone came out, they checked the paperwork was in place and that we were happy with things” and “they check up all the time, see if we are satisfied.” Everyone we spoke with said they were either satisfied through to extremely happy with the service. All said they would feel comfortable in telling their carer worker or a supervisor if they had anything they wanted to raise.

The operations director told us that field care supervisors would regularly visit people who used the service. This was done as a ‘spot check’ to check that care staff were conducting their duties correctly, check paperwork was correct and complete and to obtain feedback from people to see if they were satisfied with the service. They would also be responsible for reviewing people’s care plans at regular periods and also introducing new care staff to people. This meant that people using the service had opportunities to give any feedback they may wish to put forward.

The provider had been, and was in the process of, sending out ‘customer annual surveys’ to people who used the service. We saw some of the responses to these from June 2013 which were predominantly positive. We also saw evidence of ‘care worker annual surveys’ that had been sent to staff in February 2013 and some responses to these. No surveys had been sent out to any relatives or to any other professionals who may have had involvement with the service. The providers told us this was something they would consider doing in future. They told us the results of the surveys would be evaluated to look for any recurring themes or trends that may require action.

The managers and the six care staff we spoke with told us that staff meetings were held monthly. We saw minutes of these staff meetings. Staff told us that a variety of issues were discussed and everyone had the opportunity to give their input. The manager told us that there was a basic agenda which included core topics for discussion but staff were free to add to this. Areas for improvement were also discussed at these meetings and staff were able to share information.

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The manager told us that there was an 'on call' system outside of the normal working hours. The manager and two field care supervisors each had a phone for out of hours calls. She said that most calls would be for carers and issues could often by resolved over the phone. She told us about one occasion where a field care supervisor went to visit a person that was new to the service to check on their welfare following a call from a carer who had expressed concern.

The six care workers told us that if untoward incidents or accidents happened they would inform their supervisor. We saw that the service had incident and accident report forms in place. One staff member told us of an instance where she had reported an incident to her supervisor and the progress and outcome had been fed back to her.

We found that the provider had provisions in place for recording comments, complaints and compliments. There was a complaints policy in place. We looked at some recent complaints and found that they had been dealt with thoroughly with information written clearly and the outcome of the complaint clearly explained to the complainant. We saw positive comments and thank you cards from people expressing their gratitude. Information about how to make a complaint with relevant contact details was present in people’s home files whic