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Inspection report

Date of Inspection: 1 July 2013
Date of Publication: 8 August 2013
Inspection Report published 08 August 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 1 July 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 carers and / or family members and 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

When we looked at the complaints book, there were no complaints listed. The registered manager said that regular contact with the families provided them with opportunities to comment or complain directly if there was a problem. All complaints were entered electronically which meant that they were tracked by the managers throughout until a resolution had been reached. This meant that the provider was able to analyse this information so that they could assess and monitor the quality of the service they delivered.

The registered manager had completed regular audits. These audits looked at a particular area of care and all the paperwork and activities around this area of care would be audited. We saw evidence of audits around medication and health and safety. We saw an action sheet detailed what action had been taken following the last health and safety audit. This showed that the provider had constantly measured the performance of its service. This meant that the provider protected the people who used the service from the risk of inappropriate care by regularly assessing and monitoring the quality of its service provision.

We saw that the provider gave families and carers feedback sheets for each time the service was used. One relative we spoke with told us that there was: "A healthy degree of two way feedback". Another relative told us: "As a service they are keen to listen and understand your experience of the care they give". This showed that the provider was having due regard to the views of the families and carers who used the service.