Background to this inspection
Updated
8 August 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection was carried out by one inspector.
Service and service type
This service provides care and support to people living in three ‘supported living’ settings, so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.
Inspection activity started on 10 July 2019 and ended on 11 July 2019. We visited the office location and visited the homes of people who used the service on 11 July 2019. We visited three different properties to talk with people within each house and look at their records. We contacted other people who used the service and relatives of people who used the service by telephone on 10 July 2019.
What we did before the inspection
We reviewed information we had received about the service since registration and we sought feedback from professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with four people who used the service and three relatives about their experience of the care provided. We spoke with seven members of staff including the registered manager, operations manager, and support workers.
We reviewed a range of records. This included three people’s care records and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
8 August 2019
About the service
Hayward Living is a supported living agency that provides personal care and support to people living in their own homes. It provides support services to people with a range of needs such as physical disability, learning disabilities and autism. Supported living is where people live either on their own or with a small group of others, and have their own tenancy agreement. Care and support is provided in order to promote their independence. The care people receive in supported living settings is regulated by CQC, but the accommodation is not. The service supported some people on a 24-hour basis and others at specific times during the day and night. At the time of the inspection 11 people were being supported by the service with personal care tasks.
The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them. The service was supporting people within three domestic properties.
People’s experience of using this service and what we found
The service had failed to notify CQC of incidents that had occurred. CQC use information provided in notifications to monitor services. The failure to comply with this regulation hindered CQC in the regulatory monitoring of this service. We checked all incidents that occurred since the service registered with us and found they had all been appropriately and thoroughly investigated, and other appropriate actions had been taken.
PRN protocols did not always contain enough information about when people required that medicine. However, staff we spoke with were able to detail when people would need this medicine. We found people had received their medication when they should.
Most care plans contained detailed information with regard to people’s support needs. However, we found a couple of occasions where the information needed to be made clearer in people’s plans. When we spoke with staff it was clear they knew people’s needs well and the lack of clear information in the plans was a recording issue. The registered manager told us these would be updated immediately.
People were supported to engage with activities that interested them and supported with engaging in the community. It was clear staff knew what people liked to do and knew how to support them to avoid social isolation. However, we saw a lack of care planning regarding social activities and employment and training. We discussed this with the registered manager who agreed to review this.
The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.
The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People received person centred care and support based on their individual needs and preferences. Staff were aware of people's life history, and their communication needs. They used this information to develop positive and meaningful relationships with people. People were happy with the care and support they received.
Risks which compromised people’s health and well-being were appropriately assessed, reviewed when needed and contained detailed information. People told us they felt safe with the service.
Staff were caring and always promoted people’s dignity and independence. Staff were trained to support people safely and effectively.
There was a clear complaints policy and procedure at the service that was adhered to. People told us they felt comfortable discussing any concerns with the service and felt confident concerns would be addressed.
Everyone we spoke with was complimentary about the service and felt there was an open culture. People told us they would recommend the service to others.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk.
Rating at last inspection
This service was registered with us on 21/03/2018 and this is the first inspection.
Why we inspected
This was a planned inspection based on our inspection programme.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.