New Support Solutions

Updated 13 September 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This was a comprehensive inspection which took place on 4 and 8 August 2017 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service; we therefore needed to be sure that someone would be available in the office to assist with the inspection. On the first day of the inspection we visited the service’s office and on the second day contacted and spoke with people who use the service. The inspection was carried out by one inspector.

Before the inspection we reviewed the information we held about the service. There had been no notifications received since the previous inspection. A notification is information about important events which the service is required to tell us about by law. We looked at previous inspection reports and contacted community professionals for feedback. We received feedback from one professional. We also reviewed the responses sent in reply to survey questionnaires sent by the Care Quality Commission to people and care staff.

We reviewed the Provider Information Return (PIR).This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make.

During the inspection we spoke with or received feedback from the three people who use the service. We spoke with or received feedback from four members of staff including the registered manager and three care staff. We looked at records relating to the management of the service including the three people’s care plans and associated records. We reviewed two staff files including the recruitment records of the most recently employed staff. We looked at staff training records, the compliments/complaints log and accident/incident records.

Updated 13 September 2017

New Support Solutions is a domiciliary care agency providing support to people living in their own home within the community. At the time of the inspection they were providing personal care for three people.

At the last inspection the service was rated Good. At this inspection we found the service remained Good.

Why the service is rated Good:

There was a registered manager at the service who was also the provider. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 received safe care from the service. Risk assessments were completed to enable people to receive care with a minimum of risk to themselves or the care staff. Robust recruitment procedures were followed to ensure as far as possible only suitable staff were employed. Staff were trained to safeguard and protect people. They were aware of their responsibility to report concerns.

People continued to receive effective care from staff who were trained in the necessary skills to fulfil their role. Staff felt supported, they had one to one meetings, appraisals and staff meetings which provided time to seek advice, discuss and review their work. They had opportunities to develop their skills and knowledge as well as gain relevant qualifications.

People’s healthcare needs were monitored and advice was sought from healthcare professionals when necessary. 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.

The service remained caring and people said staff were kind, caring and patient. Staff protected people’s privacy and dignity and treated them with respect. People were involved in making decisions about their care.

The service remained responsive to people’s individual needs. Staff knew people well and individual care plans were person-centred. They focused on the preferences of each person and their desired outcomes. People knew how to make a complaint or raise a concern but had not found it necessary to do so.

The service continued to be well-led. The registered manager promoted an open, person centred culture. They listened to feedback and worked toward making improvements in the service. People’s views were sought and the quality of the service was monitored. Action was taken to make improvements when issues were identified.

Further information is in the detailed findings below.