You are here

Archived: 8 The Media Centre

All reports

Inspection report

Date of Inspection: 20 March 2013
Date of Publication: 25 April 2013
Inspection Report published 25 April 2013 PDF | 189.35 KB

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

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 20 March 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

People’s privacy, dignity and independence were respected.

Reasons for our judgement

People who used the service understood the care and treatment choices available to them. The provider told us they carried out an initial assessment with each person that used the service. We looked at five care plans and these showed that reviews of a person’s health concerns and support needs had been carried out. The records showed individual preferences and ways to support a person’s independence. For example, preferred times for the staff to call, the way that people wanted the care to be provided and the type of careworker they wanted to support them.

One person told us, “When they first came they asked me lots of questions to find out what I needed. They told us this meant the staff would provide the service exactly as I wanted it.” This person told us that on occasions the new staff had to be told what to do. The person said that some things that needed to be done had been missed. For example, turning out the light and shutting the doors. They said if they had concerns they would raise them with the provider but this hadn’t been necessary as the staff listened to what the person needed.

Another person told us that they liked the flexibility of the hours that the staff visited and the tasks they carried out. This person told us, “Sometimes I just like to have someone to have a chat with. They always make time for me.”

The provider told us that people were given choices and those who were unable to communicate directly were asked to indicate their preferences instead. For example, one person was given two choices of clothes each day. One careworker told us, “The needs of each client is individual. I am there to help them with what they want. I try to make them feel at ease.”

People were asked to identify whether they preferred male or female careworkers. One person told us they were happy to have a male careworker in their home and appreciated their support when being moved. They told us their wishes that the male careworker did not provide them with personal care had been respected. One careworker told us that they had been moved to support another person because of a preference that had been expressed. This demonstrated that the agency responded to the person’s individual needs.

People told us they felt they were treated with privacy, dignity and respect. The provider told us that guidance was given to staff about caring for people in a dignified way. For example, maintaining privacy by shutting doors when providing personal care and ensuring people were not exposed when personal care was being provided. The staff confirmed that they always respected the person’s privacy and dignity. One careworker told us, “I ask them what they want me to do and I respect their boundaries.”

People expressed their views and were involved in making decisions about their care and treatment. The provider told us that regular reviews with people about their ongoing support needs took place. The reviews helped the service to be flexible and meet the changing needs that people had. One person told us that the provider and the staff were “adaptable,” which they liked.

People were supported in promoting their independence. One person told us that they were encouraged to do as much as possible for themselves. They said that when they needed help the staff supported them. One care record that we reviewed showed the tasks the person was able to carry out independently, when prompting was required and when full support was needed. The care coordinator told us that, “When we visit clients we try to encourage them to do as much for themselves as possible. We aim to be a helper when we can, not just a doer.” The care coordinator told us that small targets were recorded in the care plan to show when positive changes had been made.