On the 18th December 2013, Spiral Health CIC had an unannounced CQC inspection at our Bispham site (CQC are the National regulators of health services, their role is to monitor and check whether Hospitals, nursing and care services are meeting essential standards.) CQC looked at the personal care and treatment records of people who use our service, during the inspection, they observed how people were being cared for and talked with patients, carers, and family members. They also met and spoke with staff, reviewed records and other organisational information.

This is what they found and said about us in their report.

-Patients told us that the staff were excellent and that they received care and support when they wanted it. One person said, “The staff are marvellous. They are always cheerful and willing”. A relative told us, “The staff are so caring and supportive. They are able to manage things so well.”

 –Patients spoken with told us that they received very good care and treatment. We observed patients being treated with respect and dignity. We saw that they were involved in decisions about their care and given enough information to make informed choices. We saw satisfactory numbers of staff on the inspection to respond to people’s needs.

 –Care plans were in place and of a satisfactory standard. They were person centred, informative and reviewed regularly.

 –We saw staff assisting people with their meals as needed. They were attentive and supported people effectively. The meal time was relaxed and unhurried and people chatted together. Most people we spoke with told us they enjoyed the food in the unit. They told us they always received enough to eat.

 –Staff received training which assisted them to support people effectively. They felt that senior staff helped them to improve their skills and keep up to date on current care practices.

 –Systems were in place for monitoring the quality of the service people received. Patients and their relatives were asked about their views of the care and treatment provided. We saw that patient comments were collated and acted upon in an open and transparent way.

 –Patients spoken with told us that they received very good care and treatment. They told us that the staff were excellent and that they received care and support when they wanted it. One patient said, “The staff always check that you are ok and ask if you need anything.” A relative told us, “The staff are usually really helpful.” Another relative said, “The staff are fabulous, I have nothing bad to say. Nothing is too much trouble for them.”

 –Care and support was planned and delivered in a way that was intended to ensure people’s safety and welfare. We observed patients being treated with respect and dignity.

 –We saw that patients were involved in decisions about their care and given enough information to make informed choices. A patient said, “We discuss what is going to happening next, so that I know what is going on.” A relative told us, “We are always kept up to date on what is happening and any changes in care.”

 –We saw satisfactory numbers of staff on the inspection to respond to people’s needs. We observed staff interacting and engaging with patients as they supported them. One patient told us “The staff have been very good to me, I am impressed by the care staff give.”

Another patient told us,

“I couldn’t have better care. The staff are kind beyond words.”

 –Staff gave patients time to carry out tasks independently, where they were able. A patient said “Even though the staff are often busy, they always have time for us. I can’t fault them”. A relative said, “Staff help patients with personal care without any fuss”. Patients were supported and encouraged to manage their own medicines on the unit if they were able. A risk assessment was carried out to make sure that this was safe.

 –There was a multi-disciplinary approach with patient care, with nursing and therapy staff based in the unit. This benefitted patients as the therapy staff were accessible for advice, care and treatment. The different disciplines of staff worked effectively together to the benefit of patients.

 –One patient told us about the exercises he did in the unit gym. He said that the therapists encouraged him to persist. He told us, “My physiotherapy has been hard but the staff have got me where I am.” He added that he was now much more mobile than he was on admission.

 –We saw staff assisting people with their meals as needed. They were attentive and supported people effectively. The meal time was relaxed and unhurried and people chatted together.

 –We saw that all staff had access to a structured training and development programme. Staff used a combination of in house training and external training so that staff had frequent and varied instruction. Staff felt this provided them with the skills and knowledge to support people well. This ensured that the people in their care were being supported by a well-trained and competent staff team.

 – One patient said about the staff, “I am so impressed with their professionalism. They are very skilled.”

 –Staff told us that they had been provided with a comprehensive induction on joining the organisation. We were provided with induction information to show what this involved. It covered sufficient areas to assist staff with their new roles. This had been followed by a period of shadowing other staff until staff were competent and confident in their role.

 –We also saw the way patient comments were collated and acted upon. Most comments were complimentary, praising the staff and the care patients received. Where any patients had made negative comments these were taken seriously and acted upon. Information about what was working, what was not and action taken to improve this, was placed in reception. This meant that everyone could see the opinions of people and any changes made.

 

It is always pleasing to hear and read such reports on services Spiral Health CIC provide. We would just wish to thank all of the staff who make the service what it is. If you wish to know more about Spiral Health or if you would like a copy of the report please email

chris.walbank@spiralhealth.co.uk