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Archived: Neighbourhood Care HQ

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All reports

Inspection report

Date of Inspection: 14 November 2012
Date of Publication: 22 November 2012
Inspection Report published 22 November 2012 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

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 used the service and others.

The provider was meeting this standard.

User experience

People we spoke with told us they had been asked to comment on the care they received and on they way staff worked. “It’s difficult really as we see the two girls so regularly, we talk to the manager almost everyday so we are always telling them about the support they provide”. One relative said, “We see them every week sometimes more, we tell them any changes we might want and always thank them for the excellent job they do”.

Other evidence

Monitoring quality

We spoke with the manager about how they monitored the quality of the service they provided. They told us that they speak to all the people in their care on a daily basis so any feedback is made directly to them. They confirmed that when they started a new package they always visited after one month to discuss how it had worked and what changes could be made. Care plans read also confirmed that regular monitoring of people’s care took place. The manager told us they had not used customer satisfaction surveys due to the daily contact they had. However they would in the future when the organisation expanded, with more clients and staff.

Risk assessment and management

Risks for people and in their homes were identified, assessed and recorded. We discussed safe systems of work around specific areas such as medication and moving and handling. We saw from records held that an in depth risk assessment had been carried out and people and staff had been given information to reduce risks.


The manager told us that they had not received any complaints. We were told that they had a system in place to record concerns or complaints. We saw that the system showed an investigation process, learning from the complaint, feedback to the complainant and action plans to address any issues raised. Information about the agency’s complaints procedure was included in the care plan folder given to each person who received a service. The manager told us that staff were trained in handling complaints during induction training and the agencies policy and procedure was included in the staff handbook.