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Inspection Summary


Overall summary & rating

Good

Updated 2 July 2016

Norwich Supported Living is a registered community based adult social care service providing personal care to people living in three supported living premises. The service offers 24-hour support and care to people who have a learning disability. There were 15 people who were receiving personal care from the service when we visited.

The inspection took place on 16 June 2016 and we gave the provider 48-hours’ notice before we visited. This was the first inspection since the service was registered on 1 November 2013. There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

People were safe as staff were knowledgeable about reporting any suspicions or incidents of harm. There were a sufficient number of staff employed and recruitment procedures ensured that only suitable staff were employed. Risk assessments were in place and actions were taken to reduce these risks. Arrangements were in place to ensure that people were supported and protected with the safe management of their medicines.

The Care Quality Commission (CQC) is required by law to monitor the operation of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS) and report on what we find. Staff we met received training and were able to demonstrate a good understanding of MCA. This meant that any decisions made on people's behalf by staff would be in their best interest and as least restrictive as possible.

Staff were supported and trained to do their job. People were supported to access a range of health care professionals and they were provided with opportunities to increase their levels of independence. Health risk assessments were in place to ensure that people were supported to maintain their health. The team managers and support staff were in contact with a range of health care professionals to ensure that people’s care and support was well coordinated.

People had adequate amounts of food and drink to meet their individual likes and nutritional and hydration needs.

People’s privacy and dignity were respected and their care and support was provided in a kind, caring and a patient way.

People’s hobbies and interests had been identified and they were supported to take part in a range of activities that were meaningful to them.

A complaints procedure was in place and complaints had been responded to, to the satisfaction of the complainant. People could raise concerns with the staff at any time.

The provider had quality assurance processes and procedures in place to improve, where needed, the quality and safety of people’s support and care. People and their relatives were able to make suggestions in relation to the support and care provided and staff acted on what they were told. There were strong links with the external community. A staff training and development programme was in place and procedures were in place to review the standard of staff members’ work performance.

Inspection areas

Safe

Good

Updated 2 July 2016

The service was safe.

Staff were aware of their roles and responsibilities in reducing people’s risks of harm.

Recruitment procedures and staffing levels ensured care was provided to meet people’s care needs.

Arrangements were in place to ensure that people were supported and protected with the safe management of their medicines.

Effective

Good

Updated 2 July 2016

The service was effective.

Staff were aware of the key principles of the Mental Capacity Act 2005. Decisions made on people’s behalf by staff were in their best interest and as least restrictive as possible.

An ongoing training and supervision programme was in place to ensure that staff had the support, knowledge and skills to support people who used the service.

People’s social, health and nutritional needs were met.

Caring

Good

Updated 2 July 2016

The service was caring.

People received care and support that met their individual needs.

People’s rights to privacy, dignity and independence were valued.

People were involved in reviewing their care needs and also had access to advocacy services.

Responsive

Good

Updated 2 July 2016

The service was responsive.

People were actively involved in reviewing their care needs and this was carried out on a regular basis.

People were supported to pursue activities and interests that were important to them.

There was a procedure in place which was used to respond to people’s concerns and complaints.

Well-led

Good

Updated 2 July 2016

The service was well-led.

Management procedures were in place to monitor and review the safety and quality of people’s care and support.

There were strong links with the local community to create an open and inclusive culture within the service.

People and staff were involved in the development of the service, with arrangements in place to listen to what they had to say.