Archived: Swindon Intermediate Care Centre

On the 14 August 2013 we undertook a further inspection of SWICC. A CQC compliance inspector was joined by a nurse specialist. They spent time reviewing the care plans and speaking to patients about their experience of the care and treatment they had received.

People told us that they felt the care was good. One patient said 'staff have looked after me well. I am going home today and that is thanks to the staff and their fantastic support.'

We found that patients received care and treatment in line with their care plan. We observed safe, effective and appropriate care by staff. Patient safety and welfare was protected because staff followed appropriate guidance.

The provider had an effective system in place to identify and monitor the risk of unsafe and inappropriate care and treatment. We found the assessment of patient needs to be comprehensive and appropriate actions were available for staff and patients which minimised risks.

Patients were supported to make complaints. We spoke with one relative who had recently made a complaint. They told us 'the complaint was handled well and they took my concerns seriously. I was completely satisfied with the manager's response and the outcomes.'

During our last inspection in November 2012 we found that information in the care plans was incomplete on occasions. We determined that this may have an impact on ensuring that people received safe and appropriate care. At the inspection on the 29 May 2013 we found further evidence of care plans which had incomplete information.

People told us they felt well cared for. One person who had been on the ward for four days said 'the staff are excellent, I am being very well looked after'.

We found that the service worked closely with other providers when admitting and discharging patients. One patient told us that 'Staff have arranged everything for when I go home. I really appreciate that'.

Equipment used by the service was well maintained. Staff told us they always had plenty of equipment and supplies.

We saw evidence that regular checks and monitoring were being completed by the management. We also noted that provider monitoring was also undertaken regularly. People's views were also listened to and actions taken.

People were not always supported to make a compliant. We found no complaints information displayed within the service or in the patient information. We found that complaints had also not always been responded to appropriately.

We observed people who used the service being supported by numerous staff teams. Staff spoke in calm voices and communicated information clearly and checked that the people who use the service understood what was being said. We also listened to telephone calls including one when a care worker had called and was planning to visit a person who was using the service later. We heard clear information being given including that a member of the medical team would be available for the carer to raise concerns.

We observed that all of the outcomes inspected were meeting the standards apart from outcome four. Some people's needs and cognitive capacity were not accurately assessed and reflected in their individual care plans.