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Inspection report

Date of Inspection: 25 January 2013
Date of Publication: 2 March 2013
Inspection Report published 2 March 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 25 January 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service and 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

People who use the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. We saw that the provider regularly met with the person in their own home for an informal chat about how they were getting on. The person we spoke with said that the agency were very good and checked that they were happy with the service. They said that it was important that they could choose what they wanted to do and staff respected their wishes and helped them maintain their independence.

The provider told us that as a small agency they gained better feedback via less formal meetings. The provider had a quality assurance questionnaire that they had used in the past prior to providing the personal care service as Culmside Support and were planning to use this in the near future with the person receiving personal care and that they were looking at ways to obtain external views from health professionals and advocates. The questionnaire was written in a format that the person would be able to understand and asked a variety of questions about their views on the service. When the person receiving personal care was about to receive a health review the service had visited them to discuss what they might like to ask as a way of supporting them in communicating their needs. This enabled the person to be able to speak fully to someone outside of the service in private.

Decisions about care and treatment were made by the appropriate staff at the appropriate level. The provider regularly helped out with the care and support so they were very informed about people’s ongoing needs. This provided them with an opportunity to talk to people about their care. The provider had updated care plans on a monthly basis or sooner if needed in the records we looked at. This meant that any changes to care and support were being monitored and checked.

Any accident or incidents were recorded and kept in a separate file within the agency office. These were reviewed to check for risks and any possible ways of preventing further accidents or incidents occurring. There was also a staff lone working policy which staff told us they had read so that they knew how to contact the provider for assistance and keep themselves and the person safe.