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Archived: Apex Care

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Inspection report

Date of Inspection: 19 September 2012
Date of Publication: 11 October 2012
Inspection Report published 11 October 2012 PDF | 54.25 KB

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 reviewed all the information we hold about this provider, carried out a visit on 19/09/2012 and talked to people who use services.

Our judgement

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

The provider was meeting this standard.

User experience

People told us that the agency asked them for their views on the service it provided. They said that they were contacted by phone and also had face to face meetings during monitoring visits. People said they completed quality assurance questionaires from time to time.

Other evidence

We asked the manager about systems that were in place for monitoring of the quality of service provided by the agency. She told us that the agency had a quality policy and procedure and we were able to see a copy of this.

People who used the service, their representatives and staff were asked for their views about the care and treatment provided by the agency. The manager told us that views were obtained through individual care and support reviews, annual surveys, monitoring visits, unannounced spot checks on carer workers, staff supervision, annual appraisal and team meetings. Staff and people we spoke with confirmed this.

The manager also told us that the provider sent out quality assurance questionaires to people annually. We were told that returned surveys were collated and the agency was informed of the results. The manager said any issues or concerns on any returned questionaires would be considered and action taken to address issues raised.

We saw that one returned questionnaire had asked for the timings of their care calls to be adjusted. This was because the person was an early riser and liked to go to bed early. The manager was able to show us how the timings had been altered to meet this person’s preference. This meant that the provider took account of comments to improve the service for people.