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Central Lancashire Age Concern - Nail Cutting Service Good

All reports

Inspection report

Date of Inspection: 30 May 2013
Date of Publication: 29 June 2013
Inspection Report published 29 June 2013 PDF

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

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 30 May 2013, checked how people were cared for at each stage of their treatment and care and sent a questionnaire to people who use the service. We talked with staff and reviewed information sent to us by other regulators or the Department of Health.

Our judgement

People’s privacy, dignity and independence were respected.

People’s views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

Reasons for our judgement

We asked the registered manager how people were referred to the agency. We were told Age Concern Central Lancashire delivered a number of services which promote independent living and promoted quality of life whenever possible, and the nail cutting service was just one of them. They had an ‘open’ referral system which meant any person could make a request for the service.

To support people understand the care, treatment and support options available to them, they had received an assessment of their need that consisted of a lower limb and general health assessment. A podiatrist (a person trained in the care of feet and the treatment of foot diseases) carried this out.

People who use the service were provided with an information leaflet about the service and their treatment. This included any cost incurred and how to raise a concern or complaint about the service and how it would be dealt with. People would be expected to have a personal nail cutting equipment as part of agreement to use this service.

People using the service were also given information informing them of their rights whilst they were receiving care and support and what they could expect. For example their right to confidentiality and the agency’s commitment to provide a service that treated people with dignity and respect. We looked at the agency confidentiality, equality and diversity and equal opportunity policies.

The manager told us the service was available to all people but criteria for acceptance was set to protect people. Exclusion to the service was in relation to people’s health, for example diabetes or people on certain medication such as Warfarin that would require a more specialist approach to nail cutting. People were supported to have their say in how they wanted staff to support them for example times of visits. Support provided for all activities was risk managed. Where people were unable to make decisions or consent to their support, this was taken into account. We saw examples where a family member acted in their relatives’ best interest and had arranged this service for them.

We found periodic surveys had been conducted to gather people’s views. We looked at a significant number of returned questionnaires people had completed in January 2013. We also looked at ‘comments, compliments and concerns feedback returned to the agency. We found all people were very happy with the service they had received. Staff had been polite and helpful. Appointments were kept in a timely manner and the service met with people’s expectations. People had been supported to maintain their independence and improvements were noted in people’s ‘confidence’, ‘mobility’ and ‘improved well being’. Comments included, ‘Has more happy feet’, and ‘I’m completely satisfied with the foot care/nail cutting service she provides’. ‘I would like to say thank you very much for the great service given as for the last few weeks I have been housebound’. Staff were described as ‘very professional’, ‘polite’ and ‘helpful’.

The manager told us people’s comments were taken seriously and as a result of listening to what people wanted, they had introduced a hand nail cutting service.