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Dimensions East Anglia Domiciliary Care Office Outstanding

All reports

Inspection report

Date of Inspection: 28 September 2012
Date of Publication: 18 October 2012
Inspection Report published 18 October 2012 PDF | 100.33 KB


Inspection carried out on 28 September 2012

During a routine inspection

People who were able to speak with us made positive comments about the staff. They did not feel that staff were ever rude and felt they were treated well. One person told us, "The staff are brilliant. They help me with what I need like shopping." Another person said, "I'm very happy. Staff are nice. They do talk to me about what I want to do, yes." Others told us staff were good and got on well with them. Where people were not able to speak with us we saw that they were comfortable in approaching staff on duty and heard some of them laughing round the table while staff talked to them during their evening meal.

We had some concerns about the way records were maintained. Not everyone using the service had the provider's new support plans fully completed and in place in their own homes. In some cases, the support required was not cross referenced with the assessments of risk so the information was not easy to find. Some files had information that was not easy to follow, was repetitive, or had not been maintained to ensure it reflected people's current needs. Copies of many of these records were incomplete in the agency's office, where they could not be located promptly for inspection or monitored by the management team.

We also found that the quality and safety of the service people received was not monitored and assessed as often as the provider's records suggested and that systems for following up improvements were not always robust to ensure that people remained safe.