Archived: Wealden Community Support Service

People who used the service were adults aged 18 and over with a learning disability. People had different communication needs. People used verbal and non-verbal communication.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the service is run.

Staff were trained in how to protect people from abuse and harm. They knew how to recognise signs of abuse and how to raise an alert if they had any concerns. Risk assessments were effective and promoted positive risk taking. Risk assessments took account of people’s right to make their own decisions.

There were sufficient staff on duty to meet people’s needs. Staffing levels were adjusted according to people’s changing needs. There were safe recruitment procedures in place which included obtaining references and photographic ID. Staff were trained in the safe administration of medicines and supported people with their medicines safely.

Staff knew each person well and understood how to meet their needs. Each person’s needs and personal preferences had been assessed and people had been involved in their own reviews. Staff received effective training and supervision to monitor their performance and professional development. Staff understood the principles of the Mental Capacity Act 2005 (MCA).

People had enough to eat and drink, and received support from staff where a need had been identified. People’s special dietary needs were clearly documented and staff ensured these needs were met.

Staff communicated effectively with people, responded swiftly to their needs and treated them with kindness and respect. People’s privacy was respected and people were assisted in a way that respected their dignity. People were involved in their day to day care and support.

People were promptly referred to health care professionals when needed and were supported to access specialist medical assistance when they needed it. The staff promoted people’s independence and encouraged people to do as much as possible for themselves. People were involved in planning activities of their choice.

People received care that was based on their needs and preferences. They were involved in all aspects of their care and were supported to lead their lives in the way they wanted. People’s views and opinions were sought and listened to. Feedback from people receiving support was used to drive improvements.

The culture of the service was open and person focused. The registered manager provided clear leadership to the staff team and was an active presence in the service. There was strong emphasis on continual improvement and best practice which benefited people and staff. There were robust systems to ensure quality and identify any potential improvements to the service.

People's privacy and dignity was respected in how their care was provided. One person told us 'Staff are polite and friendly and helpful.' People told us that they had taken an active part in deciding what their care should be.

People told us that their care and support had been well managed. One person said "They give me help with shopping and going through the new check outs, it works well." A relative said "The staff are consistent, they all work in the same way.' People told us that carers were punctual, and supported them in the way they wished to be supported. We saw that care plans showed that needs and risk assessments were in place which enabled care workers to support individuals in a safe and appropriate way.

There were arrangements in place to protect people from the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.

Appropriate checks were undertaken before staff began work. There were effective recruitment and selection processes in place. This meant that staff employed were safe to work with the people who received a service.

People felt they could approach the service if they had any concerns or complaints. They told us that they were asked for their views about the service and the care provided. People's comments about the service were listened to and acted on.

We spoke with six members of staff, including the manager of the service. Staff told us that they had access to a range of training and felt well equipped and supported to deliver their roles effectively.

We looked at the care records for four people who received personal care services. These were found to be comprehensive and contained detailed guidelines about how to support people appropriately. There was evidence that people had been involved in devising their support plans and that steps had been taken to ensure any risks had been properly assessed.