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Archived: St Anne's Resource Centre

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Inspection report

Date of Inspection: 12 August 2013
Date of Publication: 5 September 2013
Inspection Report published 05 September 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 12 August 2013, talked with people who use the service and talked with staff.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people received. They also had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who used the service.

Reasons for our judgement

We looked at how St Anne's Resource Centre gathered information about the service they provided. Records of quality monitoring that had been undertaken confirmed a programme was in place.

People who used the service and staff were asked for their views about their care and support and they were acted upon. The Manager told us a survey was carried out on a quarterly basis. We looked at the survey results for May to July 2013 which showed overall people were satisfied with the service. The majority of scoring was good, very good or excellent. The survey included staff, treatment programme, other aspect of the service and overall satisfaction. The Manager said they used the information from the questionnaires to help improve the service.

The Manager told us on a monthly basis a report was produced that monitored complaints, safeguarding, incidents and notifications. The Manager told us action plans were developed and these identified actions and recommendations, with on-going monitoring and completion dates.

The Manager said a range of other monthly reports were produced. These included summaries of people’s recovery plans, risk assessments, discharges and reviews. This information supported the national drug treatment monitoring services. A report was also produced by the Area Manager which included client experience and activities.

The Manager told us, in conjunction with their partner organisation, a weekly review of people’s support and treatment plans had being introduced. This included looking at individual people’s treatment journeys, treatment plans, road map stages, discharges and any bottlenecks. They said any identified issues were discussed with staff members.

We spoke with the Manager regarding how they monitored complaints. They explained the complaint's procedures and confirmed they had no on-going complaints. They said complaints were fully investigated and resolved where possible to the person’s satisfaction. The provider took account of complaints and comments to improve the service.

The Manager told us accidents and serious untoward incidents forms were completed at the time of the event. There was evidence that learning from incidents/investigations took place and appropriate changes were implemented.

Decisions about care, treatment and support were made by the appropriate staff at the appropriate level. The staff we spoke with told us they were kept informed about any changes to people’s care, treatment and support needs.

We saw that up to date policies and procedure were in place. These included lone working, complaints, serious untoward incidents and quality assurance.

The quality monitoring showed people who used the service benefited from safe quality care and treatment.