The inspection took place on 12 and 20 October 2015 and was announced.
Our previous inspection visit in January 2014 found that the service was meeting the requirements we looked at.
West Heanton supported living and domiciliary agency, provides care and support to people in their own homes or in supported living units attached to West Heanton Residential Home. The agency offers a rural service.
There was a registered manager who was also the registered manager of West Heanton Residential Home. 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.
People’s safety was promoted through robust recruitment checks prior to new staff starting work at the agency and enough staff to ensure visits were not missed and staff did not need to rush.
People were protected from abuse and harm because the registered manager and staff understood how to protect people and had their safety as a priority.
Risks were assessed and understood and the agency helped people to protect themselves, such as through fire alarm checks. There were procedures in place for emergency situation, such as impassable roads in bad weather.
People were supported to receive their medicines in a safe way and an adequate diet to maintain their health. Health care professionals were consulted on a regular basis so people’s health care needs were met.
Staff received training that equipped them for their work. Some said the training was very good and very frequent.
People were fully involved in decisions about their care and the staff understood legal requirements to make sure people’s rights were protected. Care was not provided without people’s consent. Care was person centred and each aspect of their needs and wishes were taken into account. This supported the person to remain independent and also gave their family members reassurance.
Staff were kind, caring, treated people with respect and upheld their privacy and dignity. People said, “Very lovely girls”; “Very, very caring”; “Very kind and very helpful” and “All the staff at West Heanton are prompt, caring and wonderfully kind. They attend to my every need.” Health care professionals were very complimentary about the service.
There were robust arrangements in place to seek people’s views, ensure staff were supervised and supported and safety was promoted.