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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

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

People who used 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 there were quality surveys sent to people every six months. We saw the information that had been returned from people that used the service and their relatives. The provider may find it useful to note that there was no analysis of the information and no indication that any action was planned as a result of the feedback.

There was a continuous programme of review meetings with people who used the service and, when appropriate, their representatives. One careworker told us that fortnightly meetings were held with the person to ensure that their changing needs were reviewed and staff were aware of the person’s requirements. Other people’s reviews were less frequent. One care record we looked at showed that the last review had taken place in December 2012. A full needs assessment had been carried out and the care plan updated. People that we spoke with told us they were able to contact the manager at any time. They told us that the manager visited them and they could discuss any changes or improvements with them.

There was evidence that learning from incidents took place through discussions at the team meetings. When appropriate, changes were implemented. There were no accidents or incidents recorded. Staff told us there had been no accidents or incidents to report.

The provider had a complaints process in place. One person told us, “I’ve had the odd grumble, nothing formal though. The manager listened to what I said and made the changes that I needed.” The manager told us there had been no formal complaints made in the last twelve months. There was a policy in place to handle complaints and people had a copy of this in the care record kept in their home.