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Archived: Mole Valley Reablement Service

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All reports

Inspection report

Date of Inspection: 18 December 2012
Date of Publication: 23 January 2013
Inspection Report published 23 January 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 18 December 2012, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members 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. The manager told us that they sent out questionnaires to people using the service to obtain feedback. The returned forms were sent off to be collated and analysed at a council level and so there were not many recent forms available for us to view. However we looked at the last four forms and saw that these were all positive.

The service had also issued questionnaires to members of staff to gather feedback and to check that staff were aware of the provider's policies related to whistleblowing and grievances. The responses were largely positive; however, we saw that in two staff questionnaires a response was given that should have resulted in follow up action by the supervisor. We found no evidence that this had happened. We spoke to the manager about this and the follow up action was put in hand during our visit.

The results of both types of questionnaire, as well as results of the observed assessments undertaken for RAs, were all brought together in an annual quality monitoring report. We saw from the last report that the overall results were very positive. For example 98% of people using the service felt they had been treated with respect and 98% felt they were given enough time. However 79% of people indicated that they were not routinely contacted when the RA was running late and in a number of observed assessments it had been noted that RAs were not routinely using their RCD (residual-current device) to check the safety of electrical appliances. The report indicated that an action plan was to be put in place to address both these findings and we spoke to staff and saw evidence in the minutes of team meetings that this had been done.

There were systems and procedures for reporting complaints, adverse incidents and medication errors. We saw evidence on staff files and in the provider's electronic records that these procedures were followed in practice and resulted in investigation, analysis and remedial action where appropriate. This meant there was evidence that learning from feedback and incidents took place with a view to improving the quality of the service provided.