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Inspection Summary

Overall summary & rating


Updated 21 November 2017

This inspection took place on 13 and 16 October and was announced.

The reablement service provides up to 6 weeks support for people living in the community. Its primary aim is to promote independence so that people can remain living in their own home, help people recover faster from illness and to prevent unnecessary admission to hospital and long term care facilities. Where some people required longer term care, the service also provided this and we visited some people who were receiving short term reablement, and some who had moved on to receive long term support from the service. The service was providing the regulated activity of personal care to 134 people at the time of inspection.

There was a registered manager in post. 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.

The service focussed on encouraging people to become more independent and empowering people. People told us that the service had a positive impact on them and spoke about the impact the support had on their physical and mental well being.

Staff were aware of their responsibilities in protecting people from harm and knew how to report any concerns about people's safety or wellbeing. People had individual risk assessments giving staff the guidance and information they needed to support people safely.

People were supported by staff who were recruited safely and were familiar to them. People and relatives felt that staff had the sufficient skills and knowledge to support them and we saw that staff had access to relevant training for their role. Staff received regular supervision and appraisals and we saw that they also had competency checks to monitor their practice and drive improvements.

Staff understood what support people needed to manage their medicines safely and these were given as prescribed.

Staff understood the principles of the Mental Capacity Act and were able to explain how they considered capacity and consent when they supported people.

People were supported to receive enough to eat and drink and where there were concerns about people’s weight, these were monitored closely and relevant professionals involved.

People were supported by staff who were kind and caring in their approach. Staff respected people’s privacy and information was stored confidentially.

Care plans provided details about what was important to people. Support was reviewed regularly and support altered to meet peoples changing needs.

People and relatives knew how to complain if they needed to and where complaints had been received, these had been recorded and responded to.

Staff were confident in their roles and understood their responsibilities. People and relatives felt that the office was easy to contact and staff were helpful. Communication between staff was effective and the registered manager spoke highly about their staff team.

Quality assurance provided oversight and was used to identify gaps or trends and drive improvements. The registered manager received regular support and linked with other professionals to implement best practice.

Inspection areas



Updated 21 November 2017

The service was safe

Staff were aware of the risks people faced and their role in managing these.

People were protected from the risks of abuse because staff understood their role and had confidence to report any concerns.

People were supported by staff who had been recruited safely with appropriate pre-employment, reference and identity checks.

People received their medicines and creams as prescribed.



Updated 21 November 2017

The service was effective.

Staff were knowledgeable about the people they were supporting and received relevant training for their role.

People who were able to consent to their care had done so and staff understood their role in considering people’s capacity.

People enjoyed a choice of food and were supported to eat and drink safely.

People were supported to access healthcare professionals appropriately.



Updated 21 November 2017

The service was caring.

People had a good rapport with staff and we observed thatpeople were relaxed in the company of staff.

People were encouraged to be as independent as possible and staff focussed on developing confidence and reducing dependency for long term care.

Staff knew how people liked to be supported and offered them appropriate choices.

People were supported to maintain their privacy and dignity.



Updated 21 November 2017

The service was responsive.

People had care records which identified what support they required and were regularly updated to reflect their changing needs.

There were systems in place for people to feedback regularly about their support.

People and relatives knew how to raise any concerns and told us that they would feel confident to raise issues if they needed to.



Updated 21 November 2017

The service was well led.

Quality assurance measures were in place and used to drive improvements at the service.

People, relatives and staff felt that the service was well managed and staff felt supported.

Staff were confident and clear about their roles and responsibilities within the service