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Archived: Pulse - Plymouth

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Inspection report

Date of Inspection: 10, 11, 16 October 2013
Date of Publication: 14 November 2013
Inspection Report published 14 November 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 10 October 2013, 11 October 2013 and 16 October 2013, observed how people were being cared for and talked with people who use the service. We talked with carers and / or family members, talked with staff, reviewed information given to us by the provider and talked with other authorities.

Our judgement

The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who use the service and others.

Reasons for our judgement

We found that people we visited in their homes received a consistent and reliable service from the agency. We found they were confident they could raise any issues and these would be addressed immediately and appropriately. We saw in care records and the office team told us that social and clinical reviews of people's care and support plans were held with people about every six weeks. These were to review the plan of care was correct and up to date, and also an opportunity for people and/or their family/representative to provide feedback about the service they received. This was to make sure people received the care and support they needed at the times, and in the way, they preferred.

We saw records showing that risk was considered as part of people's care assessment, and reviews took place regularly to ensure that any changes or new risks were identified quickly. The care workers told us that the office team was approachable. One care worker told us that at weekends "even if there isn't a problem we get a phone call". They said they felt confident to take any issues or concerns to their line managers and they knew these would be addressed. A relative confirmed they would contact "the office" if they had any questions or concerns.

The office staff told us that at weekends care workers were contacted by the "on call" manager to ensure everything was all right. The number of times a care worker was contacted depended on the assessed risk of the person receiving care and support. The "on call" team was based in Manchester however the Pulse Plymouth office team also provided "on call back up" support. The office team explained that a clinical nurse was part of the national "on call" team so if there were any clinical concerns or needs, clinical support was available. They said there was also "on call" support from the senior management team.

The registered manager, office team and care workers told us they received one to one supervision every three months. They also confirmed appraisals of all staff took place. This demonstrated the care workers had opportunities to feedback information about the agency to the managers.

The office team told us they had three monthly "spot checks" by the company's compliance team. These internal audits checks were to ensure all records including care plans, care reviews, supervision records and staff competencies were signed and up to date. They also told us a client satisfaction survey was completed annually. We saw the last one of these was in February 2013. This meant the agency had effective systems in place to assess and monitor the quality of services provided so they were protected against the risks of inappropriate or unsafe care.