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Inspection report

Date of Inspection: 21 January 2013
Date of Publication: 23 February 2013
Inspection Report published 23 February 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 21 January 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members and talked with staff.

Our judgement

People’s privacy, dignity and independence were respected.

Reasons for our judgement

People we spoke with were pleased with the service they received. One person said “The service and support is very good”.

Everyone we spoke with thought that staff were very courteous. One person said “They are always very polite”. People told us that they received a weekly timetable showing who would be delivering their care, on which day, at which time. All of these details were agreed with the person receiving the care.

People also appreciated the company staff provided. One person said "They include me in all their conversations”. Two of the people we spoke with told us about the Christmas dinner event the service had organised recently. The service had invited all of the people who used the service, together with other people from the local community, to Christmas dinner at the local Methodist church hall. The service had provided catering and waiting staff for the event together with the food and refreshments. 19 people had attended. We saw a number of thank you cards from people regarding this event.

Everyone we spoke with said they thought staff provided care and support in a respectful way and compared well with other similar services. One person said “I used to have a different service, this one’s better. Incomparably better”.

Staff showed us a copy of the client information pack given to every person who was considering using the service. We saw that this included full contact details, vision and values, type of staff employed, range of services offered, confidentiality policy and complaints procedure. This meant that people were able to make an informed decision about using the service prior to making a commitment.

People told us they had been supplied with information about the service which included how to express any concerns or complain about any aspect of the service.

We saw care records which were detailed, clear to read and reflected people’s individual needs and preferences. The care records included details about the person’s preferred name, details about their location, their interests, evidence of consent to share records with other healthcare professionals and personal preferences including any religious needs. We saw that the timing of one person’s care visits had been adjusted on a Sunday to allow them time to attend church.

We saw four care plans for people with different levels of care needs and a range of different backgrounds. These care plans demonstrated that staff had been able to meet the people's needs whilst respecting individual preferences.

Staff told us there was enough time to provide care without rushing. One member of staff told us “They give us enough time to do the job. They’re an excellent little company and that’s why I stay with them”. This meant that staff had enough time to engage people in conversation and involve them fully during each visit.

Staff were issued with an information pack which contained a range of useful details including the code of conduct expected from staff. This included respecting people, protecting confidentiality and privacy.