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Archived: 74 Sir Evelyn Road

The provider of this service changed - see old profile

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Inspection report

Date of Inspection: 8 October 2012
Date of Publication: 13 October 2012
Inspection Report published 13 October 2012 PDF | 79.95 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 looked at the personal care or treatment records of people who use the service, carried out a visit on 8 October 2012, observed how people were being cared for and talked with people who use the service. 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

The provider took account of complaints and comments to improve the service. We saw that each care plan had a service user guide within it which contained an accessible complaints policy. We saw that the complaints policy used by the service had been reviewed in July 2012 and contained a clear procedure for dealing with complaints. There were also contact details of people within the organisation who could deal with feedback. We saw evidence of a complaints folder which had a log of any comments received, the date and how they had been handled. Correspondence was contained within the folder and this evidenced that complaints and comments had been handled expediently and professionally. We saw one complaint which had led to a change in staffing ratios at certain times in the day as it had highlighted an issue which had previously been overlooked.

People who use the service and staff were asked for their views about their care and treatment and they were acted on. We saw evidence of regular staff meetings in which staff were able to discuss issues with the service, the people using the service and training needs. The last meeting had taken place on 27 September 2012 and had been well attended. There were also residents' meetings held individually between people and their key worker once a month and group meetings held at the start of each week. These were used as an opportunity to discuss confidential problems on a one to one basis or wider issues as a group. The manager told us that views of relatives and healthcare professionals were also sought once a year. However, we were unable to confirm this as there were no records stored within the service to show when this had last happened.