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Inspection report

Date of Inspection: 25 January 2013
Date of Publication: 22 February 2013
Inspection Report published 22 February 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 25 January 2013, observed how people were being cared for and talked with people who use the service. We talked with staff.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people received.

Reasons for our judgement

The provider had a quality assurance policy and procedure in place. This was entitled ‘Positively Promoting Customer Directed Service Improvements’ and included feedback forms that people using the service were encouraged to complete. Monthly audits of specific areas of the service were undertaken and action plans put in place to ensure improvements when needed. Staff told us that a range of audits were undertaken, both internally and by external contractors, to make sure that a quality service was being provided. This included health and safety audits and financial audits.

The staff on duty showed us that there was a range of measures in place to monitor the quality of the service and ensure that the views of the people who received the service were taken into account. Each week, each person had a ‘lounge meeting’ with their keyworker. People told us the meetings gave them the opportunity to talk about whatever they wanted to, including if anything was not going well for them. These meetings were recorded in an ‘easy-read’ format with pictures and symbols that the person understood.