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Inspection carried out on 7 May 2018

During a routine inspection

We carried out this unannounced inspection on 7 and 8 May 2018. The service was last inspected in February 2016 and was found to be meeting the regulations. The service was rated as Good at that time. The service continues to be rated as Good.

The DOVE project is a domiciliary care agency that provides personal care and support to people with a learning disability or a mental health condition in their own homes. At the time of our inspection the service was providing a 24 hour supported living service and personal care to three people. A supported living service is one where people live in their own home and receive care and support to enable them to live independently without total reliance on parents or guardians. People have tenancy agreements with a landlord and receive their care and support from a domiciliary care agency. As the housing and care arrangements are separate, people can choose to change their care provider and remain living in the same house.

The service is required to have a registered manager and at the time of our inspection a registered manager was not in post. However, the manager who was in overall charge of the day-to-day running of the service had started the process to make an application to the Care Quality Commission (CQC) to become the registered manager. 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.

There was a positive culture in the service, the management team provided strong leadership and led by example. Management were visible and known to staff and all the people using the service. Staff were consistently positive about the local management of the service. Comments included, “There is a lovely person centred management approach to working with staff and clients. I don't feel afraid to take any issues or problems to them. There are no reprisals. This company at local level are amazing at valuing their staff.”

Staff told us they were well supported and confident in their abilities to fulfil their roles and responsibilities. Staff roles and responsibilities were clearly defined and understood by all. Staff commented, “ In the short time I’ve been working with Dove I have received all necessary training and been correctly inducted and shown the ropes with every client I support. One of the best companies I have worked for.”

People using the service had limited verbal communication and were not able to tell us their views about the care and support they received. However, we observed people were relaxed and comfortable with staff, and they received care and support in a way that kept them safe. People had a good relationship with staff and were comfortable with the staff that supported them.

People’s behaviour and body language showed that they felt really cared for and that they mattered. A health care professional commented, “Each of Doves clients appear to be happy and safe both at home and out and about with their staff members. This is evidenced by their now calm demeanours and change in behaviour from the aggression and frustration that they had displayed in the past.” A relative told us, “I’m very happy with the way things are being handled. I have not had a reason to have concerns with the service.”

Staff had received training in how to recognise and report abuse. All were clear about how to report any concerns and were confident that any allegations made would be fully investigated to help ensure people were protected. People were supported by dedicated staff teams who were employed to work with specific people using the service.

People received care from staff that knew them well, and had the knowledge and skills to meet their needs. Staff spoke about the people they supported fondly

Inspection carried out on 15 February 2016

During a routine inspection

We carried out this announced inspection on 15 February 2016. The service was last inspected in January 2014 and was found to be meeting the regulations.

The DOVE project is a domiciliary care agency that provides personal care and support to people with a learning disability or a mental health condition in their own homes. At the time of our inspection the service was providing a 24 hour supported living service and personal care to three people. A supported living service is one where people live in their own home and receive care and support to enable people to live independently without total reliance on parents or guardians. People have tenancy agreements with a landlord and receive their care and support from a domiciliary care agency. As the housing and care arrangements are separate, people can choose to change their care provider and remain living in the same house.

The service is required to have a registered manager and at the time of our inspection a registered manager was not in post. However, the manager who was in overall charge of the day-to-day running of the service had started the process to make an application to the Care Quality Commission (CQC) to become the registered manager. 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 using the service had limited verbal communication and were not able to tell us their views about the care and support they received. However, we observed people were relaxed and comfortable with staff, and they received care and support in a way that kept them safe. People had a good relationship with staff and were comfortable with the staff that supported them. People’s behaviour and body language showed that they felt really cared for and that they mattered.

Staff had received training in how to recognise and report abuse. All were clear about how to report any concerns and were confident that any allegations made would be fully investigated to help ensure people were protected. People were supported by dedicated staff teams who were employed to work specifically with each person using the service.

People received care from staff who knew them well, and had the knowledge and skills to meet their needs. Staff spoke about the people they supported fondly and displayed pride in people’s accomplishments and a willingness to support people to be as independent as possible.

Staff supported people to maintain a healthy lifestyle where this was part of their support plan. People were supported by staff with their food shopping and with the preparation and cooking of their meals.

People were supported to access the local community and they took part in activities that they enjoyed and wanted to do. Records showed that people went out most days for walks, shopping and visiting local attractions.

The management and staff had a clear understanding of the Mental Capacity Act 2005 and how to make sure people who did not have the mental capacity to make decisions for themselves had their legal rights protected.

There was a positive culture in the service, the management team provided strong leadership and led by example. Management were visible and known to staff and all the people using the service. Staff told us, “It’s a good company to work for” and “Management are very supportive.” A relative told us, “Moving into his own home and having care from the DOVE project is the best thing that has ever happened to [person’s name].”

Relatives said they knew how to make a formal complaint if they needed to but felt that issues would be resolved informally as the management and staff were very approachable. There were effective quality assurance systems in place to make sure that any areas fo

Inspection carried out on 14 January 2014

During a routine inspection

The Dove Project supported people with a diverse range of needs. Some people we spoke with were able to make decisions about their lives, work and to a greater degree look after their homes, whereas other people had very limited communication, needed full personal care and assistance with activities around the home.

We spoke with four people who received support from the DOVE project ranging from several hours per week to a 24 hour package of support provided in people’s homes by the agency. People told us they were happy with the staff, who supported them. One person told us, “They’ve helped me lots”. Another person told us how much they felt they benefitted from the support of the DOVE project and remarked, “I was really glad they included me in an art exhibition recently”.

Everyone we spoke with told us they were well cared for and / or were able to indicate they were happy with the care they received. We also spoke with several support staff who worked for The Dove Project. Everyone we spoke with was very positive about the service. Typical comments from people who used the service included "I really enjoy my work. I really see the difference we make with the people we support and it is very rewarding work”. One person we met with told us they were “happy” with the service and we saw many positive interactions between this person and the two carers who were at the person’s home during our visit.

Documentation regarding the service was to a good standard. For example care plans provided clear information regarding care and what support staff needed to assist people with.

We found there were suitable arrangements in place for obtaining, and acting in accordance with, the consent of people who were supported by the agency in relation to the care and treatment provided for them.

We saw the agency had suitable arrangements in place to co-operate with other professional agencies involved in the care of people who were supported by The DOVE Project.

The provider had appropriate systems in place to regularly assess and monitor the quality of the service.

Inspection carried out on 1, 4 February 2013

During a routine inspection

The Dove Project supported people with a diverse range of needs. Some people we met were able to make decisions about their lives, work and to a greater degree look after their homes, whereas other people had very limited communication, needed full personal care and assistance with activities around the home. Subsequently the support people received ranged from a limited number of hours of outreach support to 24 hour support from up to two staff.

We met, spoke and /or observed care at six people’s homes. We visited services in the St Austell, Camborne and Redruth areas. The people we were able to speak with said they were very happy with the support they received from The Dove Project. Everyone we met looked well cared for and / or was able to indicate they were happy with the care they received. We also spoke with several support staff who worked for The Dove Project. Everyone we spoke with was very positive about the service. Typical comments from people who used the service included “being in The Dove Project is the best thing that has happened to me,” “I like the staff they are great.”

Documentation regarding the service was to a good standard. For example care plans provided clear information regarding care and what support staff needed to assist people with.

Staffing levels were good, and there was evidence that staff had received suitable recruitment checks and training. A satisfactory quality assurance system was in place.