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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 get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

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 experienced care, treatment and support that met their needs and protected their rights.

Reasons for our judgement

People’s needs were assessed and care and treatment was planned and delivered in line with their individual care plan. The initial assessment involved the person who used the service, their social worker and relative, if appropriate. A care plan was developed and was reviewed not less than six monthly to ensure that the arrangements in place continued to meet the person’s needs. Care plans were reviewed if there were any changes requested by the person. The manager told us, “We build the care plan with the person who is going to use the service.”

The manager stressed that part of the assessment included whether the agency felt able to meet the specific needs for that person. If the provider felt unable to meet the requirements fully they would not offer to support the person. For example, when a person was being discharged from hospital but was not mobile the agency declined to provide the service until they were able to support the person with two careworkers.

Care and treatment was planned and delivered in a way that was intended to ensure people’s safety and welfare. There were risk assessments in place in the care records we looked at. For example, one care record showed the risks associated with the person’s mobility and the use of moving and handling equipment. We saw that two staff were allocated at all times for the person who used a hoist. This ensured that measures were in place to protect the person’s safety and well being. We saw that routinely risks associated with the environment, a person’s nutrition, their personal care needs and moving and handling requirements were reviewed.

The care coordinator informed us that they worked with other services when necessary to ensure the right level of support was in place. For example, the provider worked with the GP, mental health team, district nurses and occupational therapists with the consent of the person who used the service.

There were arrangements in place to deal with foreseeable emergencies. For example, if careworkers were delayed at a visit they notified the office so that people that were expecting them could be informed. The people we spoke with were aware of these flexible arrangements. One person and two relatives told us they had been informed if their careworker was going to be late.

The provider demonstrated an in-depth knowledge of people’s needs from the weekly or more frequent visits they made to people who used the service. The provider described the way that visits had been prioritised during the snowy weather conditions helped by this knowledge. Some people with low risk needs had been contacted by telephone to ensure they were safe. Staff were then allocated to high risk people, for example, those living alone and with little or no family support. One person told us that the provider had allocated two care staff to live with them for 72 hours. This ensured the person’s needs were met and the risks to staff minimised.

We saw that there were arrangements in place for staff to follow if they were unable to gain access to a person’s homes. For example, some people had provided access to a key safe system which could be used for emergencies. There was a business continuity procedure in place to ensure the provider could carry out its work if an emergency occurred.