Archived: North Hertfordshire Homes

Updated 24 November 2016

The location was inspected by one inspector, however visits to the two schemes and phone calls to relatives of people who used the service were carried out by a team of an additional three inspectors. We told the provider 48 hours before our visit that we would be coming to ensure we could access the information we needed.

Before the inspection, we asked the provider to complete a Provider Information Return (PIR). This is a form that requires them to give some key information about the service, what the service does well and improvements they plan to make. We also reviewed information we held about the service including statutory notifications. Statutory notifications include information about important events which the provider is required to send us.

During the inspection we spoke with eight people who lived at the service, eight relatives, six staff members, three care team managers and the registered manager. We looked at care plans relating to six people who used the service and six staff files. We looked at documents relating to staff training, medicine management and quality assurance systems the provider had in place to monitor the effectiveness of the services provided to people.

Updated 24 November 2016

This inspection took place on 20 and 22 September 2016. On 20 September 2016 we visited the office of North Hertfordshire Homes Limited and then on 22 September 2016 we visited two of the five flexicare housing schemes operated by the provider to talk with people about the care and support they received. The provider of North Hertfordshire Homes is North Hertfordshire Homes Limited. The service offers care and support to 160 people who had tenancies in five flexicare housing schemes. However, at the time of the inspection only 80 people received the regulated activity of personal care.

Flexicare housing is a version of extra care scheme where people rent their own flat, but have access to care and support as and when they need it over 24 hours a day. Because it meets a wide range of needs, flexicare is a positive choice for people with a range of needs, from those starting to need a little help with physical or memory problems, to those who were seeking an alternative to residential care. People lived in their rented flat with the privacy of their own front door, but had care available if they needed it.

There was a registered manager in post who was responsible for all the five schemes operated by the provider. 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. In addition, all the schemes had an allocated Care Team Manager who was responsible for the day to day management of the schemes.

Staff received training in how to protect people from harm and they were aware of how to report any concerns internally and externally. People and their relatives told us that the care and support people received from staff was safe and had a positive impact on people`s life.

People told us staff were respectful and offered care and support in a caring way which promoted their independence. The care and support offered to people met their needs and made people feel safe. People were involved in developing their own care plan based on their needs and wishes.

Staff had comprehensive induction training when they started working for the provider and they attended regular refresher training sessions. The registered manager identified and offered specialist training for staff to develop and progress in their career.

The provider successfully supported people to overcome the risk of social isolation. They organised regular events to encourage social interaction. People were given opportunities to pursue their hobbies and interests.

People and their relatives told us they had good communication with staff and the managers who were running the service. They felt their voice was listened to and any suggestions they had, the staff were able to action and resolve issues to their satisfaction. People confirmed that staff sought consent before assisting them and the service worked in accordance with the principles of the Mental Capacity Act 2005.

People and their relatives told us they felt the service was well managed and well led. People we spoke with told us how they enjoyed living and being supported by staff at the service. Regular audits were carried out by the registered manager and areas identified as in need of improvement were actioned and the quality of the service provided was improved.