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Inspection report

Date of Inspection: 19, 23 April 2013
Date of Publication: 29 May 2013
Inspection Report published 29 May 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 19 April 2013 and 23 April 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

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

Reasons for our judgement

There was a complaints policy in place and we were told by the people we spoke with that they felt comfortable in talking to the care workers, managers and board members if they had any concerns or complaints.

We looked at the recent surveys that had been completed by the people who used the service. People had said that they were happy, very happy or satisfied with the care they received.

There had been comments made on the survey forms and in the complaints log that the home was ‘too warm’. As a result of this the board had decided to replace the central heating boilers. There were also plans to fit each bedroom with individual thermostats. This would allow people to control the temperature of their bedroom. A letter had been sent out to all the people who lived at Hillbrook Grange informing them of the board's plans.

We also found that the care plans were reviewed and monitored by the senior members of the staff team. The review also gave people the opportunity to express their views and opinions of the care and the service provided.

The Registered Manager told us that from July of this year (2013) they were to introduce a planning and monitoring staffing needs form which will document the needs of people when they are first admitted to monitor dependency levels. From this the Registered Manager will be able to determine if they have low, medium or high dependency needs. This in turn will determine the staffing levels required to meet people’s needs and will also assist in providing long term projections in order to be flexible.

One of the directors was conducting a major overall of the homes brochures and web site which included the commissioning of an advertising company to seek the views of the residents and staff.