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New Boundaries Group - 331 Fakenham Road Outstanding

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Inspection report

Date of Inspection: 24 September 2014
Date of Publication: 16 December 2014
Inspection Report published 16 December 2014 PDF | 88.62 KB


Inspection carried out on 24 September 2014

During a routine inspection

This inspection was carried out by a single inspector. Four people were using the service at the time of our inspection. As part of our inspection we spoke with three people who were receiving support, three relatives, the manager, and four staff working at the service. A registered manager was in post at this service. We also observed people receiving support and looked at the support plans for three people. We used the evidence collected during our inspection to answer five questions.

Is the service safe?

People were not protected against the risks associated with medicines because the provider did not have appropriate arrangements in place to manage medicines.

Risk assessments regarding people's individual activities were carried out and measures were in place to minimise these risks.

People were cared for, or supported by, suitably qualified, skilled and experienced staff. Appropriate checks were undertaken before staff began work.

The provider had a system in place to demonstrate that they had given consideration to whether each person using the service had the capacity to make decisions about their day to day care under the Mental Capacity Act (2005). The Mental Capacity Act is a law which requires an assessment to be made to determine whether a person can make a specific decision at the time it needs to be made. It also requires that any decision made on someone’s behalf is recorded, including the reasons why it has been made, how the person’s wishes have affected the decision and how they were involved in the decision making process. The provider was taking appropriate action to ensure that people’s rights were protected by appropriate consideration and use of the Mental Capacity Act and the Deprivation of Liberty Safeguards.

Is the service effective?

People we spoke with told us that they were happy with the service which they received. The relative we spoke with told us that the service met the needs of their family member.

Staff were knowledgeable about people's individual health and wellbeing needs. They worked closely with health professionals to ensure that people’s needs were met.

The care plans were personal to each individual and were reviewed on a regular basis. Assessments of any potential risks to people had been carried out and measures put in place to reduce the risks.

Staff told us they received a very good level of training and felt equipped to undertake their role at the service. Staff expressed some concerns about the level of staffing at the service, as on some occasions, the service was supported with staff who did not usually work at the service.

Is the service caring?

People who used the service told us that they liked the staff and they thought they were friendly and caring. We saw that people had a positive relationship with the staff who supported them. We spoke with three relatives who said that they found the staff to be caring and felt they understood the needs of their family member.

We observed how staff spoke with people using the service and how they supported people. We saw that this was done in a respectful way. We saw that staff were friendly and approachable and encouraged people to be independent . Staff supported people to engage in meaningful activities. We saw that people were involved in making choices about various aspects of their daily life.

Is the service responsive?

People's individual physical, emotional, psychological and social care and support needs were assessed and met. This included people's individual choices and preferences as to what they would like to eat and how they liked to spend their day.

People’s needs and care plans were regularly reviewed by the staff and management at the home. Referrals were made to health professionals to ensure that people received appropriate support by people with the most appropriate knowledge and skills.

Support plans included information on people’s likes and dislikes and their preferences, to ensure care and support was delivered taking into account their personal preferences. The staff we spoke with told us they were trained to do their job and knew how to meet the needs of people using the service.

People participated in a range of activities which suited their individual choice. They were supported to participate in activities within the local community. Staff promoted the independence of people who used the service.

Is the service well led?

The service had a registered manager in place. The manager had been in post for about six months prior to the inspection.

Staff told us that on some occasions they did not feel supported by the management team and the provider. They said they did not always feel listened to and felt that support could be improved. Over the previous months there had been many changes at the service and staff felt unsettled.

Staff told us they received regular supervisions and appraisal meetings. We saw evidence of notes of these kinds of meetings.

The relatives we spoke with told us they felt the service was well-managed. They said they were confident to raise any concerns or complaints they had with the manager. The manager and staff maintained positive and frequent contact with relatives of people who used the service.

The provider had effective quality assurance and audit systems in place to monitor the service and ensure improvements were made where necessary.