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Inspection Summary


Overall summary & rating

Good

Updated 24 September 2016

This inspection took place on 4 August 2016. This was an announced inspection.

At the time of our last inspection in February 2014, Your Life (Sutton Coldfield) was found to be meeting all of the essential standards relating to the quality and safety of care.

Your Life (Sutton Coldfield) provides a domiciliary care service to people living in their own homes in a supported living complex called Poppy Court. At the time of our inspection, 13 people were receiving the regulated activity, personal care, from the provider.

There was not a registered manager in post at the time of our visit because the person who was registered to manage the service had recently left. However, the provider had appointed a new manager who was in the process of applying for their registration with us. 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 was safe because people were protected from the risk of abuse and avoidable harm and staff were aware of the processes they needed to follow. People were supported by enough members of staff who knew them well enough to ensure their needs were met. We also found that people received their prescribed medicines as required.

The service was effective because people received care from staff who had received adequate training and had the knowledge and skills they required to do their job effectively. People received care and support with their consent, where possible and people’s rights were protected because key processes had been fully followed to ensure people were not unlawfully restricted.

People’s nutritional needs were assessed and monitored to identify any risks associated with nutrition and hydration and they had food they enjoyed. People were also supported to maintain good health because staff worked closely with other health and social care professionals when necessary.

The service was caring because people were supported by staff that were friendly, caring and supportive. People received the care they wanted based on their personal preferences and likes and dislikes because staff took the time to get to know people well. People were also cared for by staff who respected their privacy and dignity.

People were encouraged to be as independent as possible and were supported to express their views in all aspects of their lives including the care and support that was provided to them, as far as reasonably possible.

The service was responsive because people and their relatives felt involved in the planning and review of their care because staff communicated with them in ways they could understand. People were also encouraged to offer feedback on the quality of the service and knew how to complain.

The service was not always well led because the provider had some quality monitoring processes in place to monitor the safety and quality of the service. However, it was not always clear how this information had been analysed or used to improve the service.

Staff felt supported and appreciated in their work and reported Your Life (Sutton Coldfield) to have an open and honest leadership culture.

Inspection areas

Safe

Good

Updated 24 September 2016

The service was safe.

People were protected from the risk of abuse and avoidable harm because staff were aware of the processes they needed to follow.

People were supported by enough members of staff to meet their needs.

People received their prescribed medicines as required.

Effective

Good

Updated 24 September 2016

The service was effective

People received care from staff who had received adequate training and had the knowledge and skills they required to do their job effectively.

People received care and support with their consent, where possible, and people’s rights were protected because key processes had been fully followed to ensure people were not unlawfully restricted.

People received care and support to maintain a healthy diet and had food that they enjoyed.

People were supported to maintain good health because they were supported to access health and social care services when required.

Caring

Good

Updated 24 September 2016

The service was caring.

People were supported by staff that were friendly, caring and supportive.

People received the care they wanted based on their personal preferences and dislikes because staff were dedicated and committed to getting to know people.

People were cared for by staff who respected their privacy and dignity

People were encouraged to be as independent as possible and were supported to express their views in all aspects of their lives including the care and support that was provided to them, as far as reasonably possible.

Responsive

Good

Updated 24 September 2016

The service was responsive.

People and their relatives felt involved in the planning and review of their care because staff communicated with them in ways they could understand.

People were supported to maintain positive relationships with their friends and relatives.

People were encouraged to offer feedback on the quality of the service and knew how to complain.

Well-led

Requires improvement

Updated 24 September 2016

The service was not always well led.

The provider had some quality monitoring processes in place to monitor the safety and quality of the service. However, it was not always clear how this information had been analysed or used to improve the service.

Everyone we spoke with were consistently positive about the acting manager and staff felt supported and appreciated in their work and reported Your Life (Sutton Coldfield) to have an open and honest leadership culture.