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Inspection Summary


Overall summary & rating

Good

Updated 4 July 2019

About the service:

Wigan Link is a domiciliary care service, providing personal care to people living in their own home including a number of supported living settings. 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 inspection there were approximately 30 people receiving a regulated activity. At the last inspection we rated the service as Outstanding, however, we have not been able to rate the service as Outstanding this time because there is no registered manager in post and an application to register a new registered manager has not been made.

People's experience of using the service:

The registered provider continued to provide exceptionally person centred care and support which people told us had significantly improved their quality of life. This included supporting people to develop their confidence and skills in ways which meant they were more empowered and in control of their lives and went beyond the expectations of their families and other professionals.

Exceptionally detailed assessments of people's needs had allowed for their care and support to be highly effective. Staff were knowledgeable about the needs and wishes of the person they supported. Staff were highly skilled and competent. Input from families and a broad range of involved professionals further contributed to the effectiveness of the care and support provided.

People were involved in choosing their staff and were consulted about who supported them. The service carefully matched staff to people receiving care and support.

Risk management policies were robust and supported people to manage the risks in their daily lives. Best practice guidance in relation to positive risk taking was an embedded practice and promoted the rights of an individual to make their own decisions with the support they needed. This had increased people's decision making opportunities and expectations.

The service promoted optimum health and wellbeing, some people had achieved very positive outcomes, including; significant weight loss, improved mobility and reduction in the frequency and severity of incidents of distress.

The service was exceptionally caring. Respect for people was a key value and was reflected throughout the service. Without exception, everyone we spoke with praised the caring and kind nature of their staff and the management team. People's communication needs had been identified and strategies developed to support people to be as involved as possible in decisions about their care and support. This had led to exceptional outcomes for some people who had been supported to communicate their feelings and had developed ways of responding which reduced some of the risks of harm.

Wigan Link had a fully embedded person-centred culture which contributed to the very high-quality care and support provided. People's expectations, and their families, were consistently exceeded.

People received exceptionally person-centred care which reflected their needs and preferences. Carefully matched staff contributed to the responsiveness of the support provided. Regular reviews of people's needs and preferences helped maintain focus on what was most important to the person. A diverse range of activities were designed around people's wishes and preferences, staff went to exceptional lengths to improve the quality of people's lives by supporting them to achieve their goals.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen. The service continued to embed these key principles within the service to empower people to live the life they

Inspection areas

Safe

Good

Updated 4 July 2019

The service remained Good

Details are in our Safe findings below.

Effective

Outstanding

Updated 4 July 2019

The service remained Outstanding

Details are in our Effective findings below.

Caring

Outstanding

Updated 4 July 2019

The service remained Outstanding

Details are in our Caring findings below.

Responsive

Outstanding

Updated 4 July 2019

The service remained Outstanding

Details are in our Responsive findings below.

Well-led

Requires improvement

Updated 4 July 2019

The service had dropped to Requires Improvement

Details are in our Well-Led findings below.