You are here

The provider of this service changed - see old profile

All reports

Inspection report

Date of Inspection: 21 January 2013
Date of Publication: 23 February 2013
Inspection Report published 23 February 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 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

The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who use the service and others.

Reasons for our judgement

All of the people we spoke with said staff regularly asked them about the service they receive. One person said “They did a survey in 2012”.

One person said “They do ask me about the service. I tell them ‘its very good I think’”.

We looked at the most recent 2012 survey to find out the views of people about the staff and the service they had received. The results from this survey were very positive. Of the sixty two people who had responded, 91% thought the service was good or very good. One person had written “I am very pleased with your care and visits. It has enabled me to stay in my own home”. Another person had written “The carers are always cheerful, kind and willing to help with anything I may require”.

We spoke to the service’s trained assessor. They told us that they carried out an unannounced spot check on each member of staff regularly. We looked at three staff files and saw that spot checks had been completed on each of these staff. A new member of staff had been spot checked within two weeks of joining.

We looked at other completed spot check forms. These included face to face spot checks and checks over the telephone. We saw that the areas the assessor looked at included whether the care delivered matched the care plan, punctuality, communication skills, dress code, protective equipment, care competency, health and safety and dignity and respect.

The assessor told us that they monitored all aspects of care delivered and where any changes were necessary they were made in agreement with the person concerned.

Staff told us about their computer system called 'Caremanager' which assists the service in matching staff to the number of people requiring care each day. This meant that the manager could ensure appropriate care was delivered in a timely fashion by the correct staff.

The manager showed us how complaints and incidents were dealt with and monitored. We saw that there was a complaints policy in place. We saw that a recent complaint had been dealt with in appropriately in a timely fashion. We saw that the office staff also monitored any safeguarding alerts, medication errors and risks identified by care staff. This showed that systems were in place to monitor how these events were managed. Everyone said they knew how to make a complaint. One person said “One person told us “If I had any concerns I’d speak to the company’s owner and I’ve no doubt that they’d resolve it”.

There were various systems of internal audits and checks performed at the agency to ensure the service ran efficiently. Checks on car insurance, driving licences, and whether training was up to date were included. The agency had a training matrix in place to ensure mandatory training and additional training was kept up to date.

The manager told us that the deputy manager at the office checked records frequently to reduce the risk of mistakes being made and ensure records were kept up to date.

We saw that the manager carried out regular surveys to find out the views of people about the staff and the service they had received. The results from the recent 2012 survey were positive. Of the sixty two people who had responded, 91% thought the service was good or very good. One person had written “I am very pleased with your care and visits. It has enabled me to stay in my own home”. Another person had written “The carers are always cheerful, kind and willing to help with anything I may require”.