Glasgow City Council, Social Work Services, Home Care Service - North West

1. To promote people’s health and wellbeing, the service should improve its communication with people receiving care and their representatives. This includes responding to general queries from people, and also communicating outcomes of complaints investigations within agreed timelines. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which states that: ‘I receive an apology if things go wrong with my care and support or my human rights are not respected, and the organisation takes responsibility for its actions’ (HSCS 4.4) and ‘I use a service and organisation that are well led and managed.’ (HSCS 4.23).2. To promote people’s health and wellbeing, the service should report all notifiable events to the Care Inspectorate within agreed timescales. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which states that: ‘I use a service and organisation that are well led and managed.’ (HSCS 4.23).1. To promote people’s health and wellbeing, the provider should ensure personal plans including risk assessments contain up-to-date detailed information that reflects individuals’ needs, wishes and preferences. These should be reviewed at least every six months, or sooner if any changes occur. This ensures that care and support is consistent with the Health and Social Care Standards which state: "My personal plan (sometimes referred to as a care plan) is right for me because it sets out how my needs will be met, as well as my wishes and choices." (HSCS 1.15)