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Inspection Summary

Overall summary & rating


Updated 27 February 2018

The inspection took place on 23 January 2018 and was announced. Inroads Open Care supports people with a learning disability in three settings. This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community [and specialist housing]. On the day of our visit there were ten people supported by the service.

The inspection was announced as this service is small we wanted to make sure that someone would be available when we visited.

Following the last inspection, we asked the provider to complete an action plan to show what they would do and by when to improve the key questions of Safe, Effective, Responsive and Well-led.

At this inspection, we found that there were sufficient staff to support people and staff morale had improved. The quality assurance system had been developed and information from the audits had been used to improve the service and support provided to people in relation to their assessed needs.

A registered manager was in place and was based at the service central office. They visited people and staff regularly and did provide support themselves on planned occasions. 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 looked at ease with staff and told us that the staff were kind. One person was able to talk with us about their experiences of the service which were positive.

Each person had a support plan and a risk assessment which identified actions which should be taken to minimise the risk. There was a robust recruitment process and staff received an induction, supervision and on-going training. Medicines were safely stored and administered as prescribed.

Staff were knowledgeable about the signs of abuse, and the actions that they would take should they have any concerns.

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 support this practice.

Support plans were in place for each person and written in four interlinking parts. The information provided staff with the information they needed to support people. People’s preferences and choices had been identified in their support plan. People choose the food and drinks they consumed.

There was a complaints policy and procedure in place. Relatives informed us they were confident any complaint would be listened to and investigated. All people were supported by staff to pursue activities and interests of their choice.

The service staff provided a positive culture of support to the people using the service.

Inspection areas



Updated 27 February 2018

The service was safe.

There were sufficient numbers of staff deployed to meet the assessed needs of people.

Staff knew how to respond to concerns and raise matters relating to avoidable harm and safeguarding.

There were systems in place for the safe recruitment of staff.

Risks to people�s well-being were assessed and plans were in place to minimise the risks.

Medicines were administered safely.



Updated 27 February 2018

The service was effective.

Staff were supported with training and supervision.

People were supported to maintain their health.



Updated 27 February 2018

The service was caring.

Staff listened to people and treated them with care and compassion.

Staff knew the needs of individuals using the service.

People�s privacy and independence were respected and promoted.



Updated 27 February 2018

The service was responsive.

Care plans were person-centred and detailed about the person�s needs and support provided by the staff.

People�s on-going needs were assessed and support planned in response.

Procedures were in place to address complaints.



Updated 27 February 2018

The service was well led.

There were quality assurance systems in operation.

The service worked in partnership with other organisations.