Archived: Turning Point House

Is the service safe?

The person receiving services told us they felt staff kept them safe and this was confirmed by a visiting professional. Staff received training and supervision which helped them understand how to meet the needs of people and keep them safe. Risk assessments had been carried out and plans put in place to reduce the risks to people of physical or emotional harm. We saw records which showed all staff had attended training in safeguarding adults and the Mental Capacity Act (2005). Care workers and the manager we spoke with

demonstrated a good knowledge of the principles of safeguarding.

Appropriate arrangements were in place in relation to obtaining, recording, handling, storing, administering and disposing of medicine. We saw the person receiving care had been encouraged to self-administer their medication and this had been managed in a respectful and safe way.

We saw there were effective recruitment and selection processes in place and appropriate checks were undertaken before staff were employed. The person receiving services and the visiting professional were positive about the skills and experience of staff who had been recruited and felt they were able to understand the person and offer respectful and personalised care.

Procedures for dealing with emergencies were in place and staff were able to describe these to us.

Is the service effective?

An individualised care plan which set out the person's care needs was in place. The person told us they had been fully involved in the assessment of their health and care needs and had contributed to developing their care plan. Staff were aware of the person's preferences, interests, aspirations and diverse needs and supported the person to meet these. The service had systems in place to monitor the care provided and to ensure the person was happy with it.

Is the service caring?

The person we spoke with said they felt staff treated them with respect and dignity and involved them and their relatives in decisions about their care. We saw staff introducing themselves and interacting with the person in a respectful and warm way. Care workers

showed patience and gave encouragement when offering support. The person told us "the staff are kind" and a visiting professional said "the staff are always good to them."

Our observations of the care provided, discussions with the person and records we looked at told us that individual wishes for care and support were taken into account and respected.

Is the service responsive?

Information about the service was provided both verbally and in writing and focused on the person having choices and on helping them maintain their independence. The person told us they had been given opportunities to ask questions and had any concerns listened to and acted on. The person and the visiting professional knew how to make a complaint if they were unhappy. They told us the service took any concerns seriously and looked into them quickly.

The service worked well with other agencies and services to make sure people received the right care. The person who used the service told us they were involved in reviewing their plans of care when their needs changed.

Is the service well-led?

The service had quality assurance systems, and records showed that identified problems and opportunities to change things for the better were addressed promptly. As a result the quality of the service was continuously improving. Staff showed us they were clear about their roles and responsibilities. They had an understanding of the ethos of the service and the quality assurance processes which were in place. This helped to ensure people received a good quality service at all times.

The provider ensured that feedback from people themselves, staff and other professionals was received and this influenced the development of the service and improved care.

A health professional told us that they considered the service met people's needs and promoted their mental health. They said "it is very well run and it is a small service which people like." The provider ensured staff received training and support which enabled them to assist people safely and effectively. There were systems in place to protect people from the risk of abuse and ensure the quality of the service.

People we spoke to said that they were happy with the service provided and the way they were treated. People also told us that they were clear about the aims of the placement and the goals they were working towards, for example one person said that the aim was to live independently in the community. Professionals we spoke with were positive about the placement and gave examples of the progress made by people who use the service towards their goals. People also told us that there was effective and timely communication between the placement and other professionals.