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Inspection Summary


Overall summary & rating

Good

Updated 11 January 2018

New Key provides care and support to people living in a number of ‘supported living’ settings in Torquay, Totnes and Kingskerswell, so that they can live in their own home 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.

At the time of the inspection New key was providing support to 33 people. Only 11 of these were receiving personal care therefore we only looked at the care and support received by those people.

Under the supported living arrangements people had exclusive access to their own bedrooms where they shared accommodation with other people. People who shared accommodation told us they had been able to choose who they lived with. We saw that people’s homes were personalised to meet their needs and were comfortable and homely.

At the last inspection in August 2015 the service was rated Good and the key question ‘Is the service well led’ was rated as ‘outstanding. At this inspection in November 2017 we found the service remained Good overall and the key question ‘Is the service well led’ remained ‘outstanding’.

Why the service is rated Good.

The service has built on their previous success and maintained a good model of care and support provided to people. The registered provider, registered manager and support staff continued to find innovative ways to improve the service and remained driven by their passion for supporting ‘people to live independently and assist them to live the lives they want’.

The service continued to demonstrate an outstanding commitment to providing high quality, well-led and inclusive support to each person receiving support from New Key. Staff continued to provide person centred care helping people live the life they chose and fulfil their dreams. Staff had a good understanding of people's needs and were imaginative in the way they provided person centred care which put people at the heart of the service. People were supported to use their budgets creatively and spend their money as they chose.

The service continued to have a strong emphasis on fostering ways to empower people to be involved in the running of the service. For example, people using the service were included in the interview process for new staff where they wished to. They told us their views were listened to as part of the process. A robust recruitment and selection process was in place. This ensured any prospective new staff had the right skills and were suitable to work with people.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. One person had decided they would like to raise money for charity and had approached the service about the idea. Staff had supported them to organise a coffee morning which was well supported by people from the local village. The person had raised several hundred pounds for their chosen charity.

Relatives confirmed they were happy with the way staff supported their relations. Following the inspection relatives emailed to tell us “They (staff) are accepting of my son as a person and individual in his own right and give him respect. I am extremely grateful for the value New Key puts in continuity of support. The support team listen to my suggestions and make valuable contributions to improving my son's ability to express himself” and “I am very happy with [person’s name] care with New Key. Her health and wellbeing are important to her support workers and they always have her interests in mind when helping her plan her days.”

We received many positive comments from visiting professionals about the openness and transparency of the service. One visiting professional told us “You get what it says on the package.” They told us the service was very transparent an

Inspection areas

Safe

Good

Updated 11 January 2018

The service remains Good

Effective

Good

Updated 11 January 2018

The service remains Good.

Caring

Good

Updated 11 January 2018

The service remains Good.

Responsive

Good

Updated 11 January 2018

The service remains Good

Well-led

Outstanding

Updated 11 January 2018

The service remains Outstanding.