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Archived: True Care

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All reports

Inspection report

Date of Inspection: 6 September 2011
Date of Publication: 6 October 2011
Inspection Report published 6 October 2011 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

Our judgement

People benefit from a well run service. The service makes sure that it takes into account people’s views when looking at improving the service.

Overall we found that Truecare were meeting this essential standard.

User experience

We did not receive many comments about this outcome area. One person told us that they could remember completing a satisfaction survey. People said that they could discuss any issues or concerns with the agency.

Other evidence

The manager told us that they monitored quality and assessed risk through staff supervision, spot checks, observation of staff in the work place and listening to feedback from people and their relatives. They confirmed that people receiving a service have a visit every three or four months to enable them to share their views.

People and their relatives had completed satisfaction surveys sent out by the agency. We looked at four surveys and saw that 100% of people felt that they were treated with respect and that carers were friendly and reliable. Comments relating to ‘willingness of the carer’ stated “some more so than others”. Comments relating to attitude of the carers included “I like them all, only one girl is always in a hurry” and “they are very good, X is lovely.”

The manager gave us an example of when a complaint received had resulted in changes being made to improve a policy and work practices.