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United Response - 85 Highfield Avenue Good

Inspection Summary

Overall summary & rating


Updated 3 December 2016

This was an unannounced inspection which took place on 02 November 2016.

United Response 85 Highfield Avenue is a residential care home which is registered to provide a service for up to six people with learning disabilities. There were six people living there on the day of the visit, including one person who was in hospital. The service offers accommodation in a domestic sized house, over two floors. Only people who are physically able have their rooms on the first floor which is accessed via a staircase. A stair lift is available for emergencies.

There is a registered manager running the service. 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 were kept safe from harm or abuse by staff who had been trained in safeguarding vulnerable adults and health and safety policies and procedures. Staff understood how to protect people and followed the relevant procedures. General risks and risks to individuals were identified and action was taken to reduce them. There were enough staff, on duty to ensure people’s needs were met and they were supported safely. The recruitment procedures were robust and made sure, that as far as possible, staff were safe and suitable to work with the people who live in the home. Medicines were given safely, in the right amounts and at the right times by trained and competent staff.

People’s health and well-being needs were met by staff who responded effectively to people’s changing needs. The service sought advice from and worked with health and other professionals to ensure they met people’s health and well-being needs.

Peoples’ human and civil rights were understood, and upheld by the staff and registered manager of the service. The service understood the relevance of the Mental Capacity Act 2005, Deprivation of Liberty Safeguards and consent issues which related to the people in their care. The Mental Capacity Act 2005 legislation provides a legal framework that sets out how to act to support people who may not have capacity to do so. People were supported to make as many decisions and have as much control over their lives as they were able to.

People’s care was provided by kind and caring staff who were attentive and knowledgeable. Individualised care planning ensured people’s equality and diversity was respected. People were provided with activities, according to their needs, abilities and preferences.

People’s care was overseen by a registered manager who listened and responded to them and others. The registered manager was described as approachable and supportive. The quality of care the service provided was assessed, reviewed and improved, as necessary.

Inspection areas



Updated 3 December 2016

The service was safe.

Staff knew how to keep people safe. They had been trained so they knew what to do if they thought people were not being protected from abuse.

Risks to people’s health and safety were identified and any necessary action was taken to make sure they were reduced.

Staff were trained to give people their medicine safely.

There were enough staff on duty, to meet people’s needs and keep them safe.

Only staff, who had been checked and were suitable and safe to work with the people in the service, had been employed.



Updated 3 December 2016

The service was effective.

Staff met people’s individual needs and helped them to stay as happy and healthy as possible.

Staff made sure people’s rights were upheld and they met the legal requirements if people were not able to make certain decisions for themselves.

People were helped to make as many choices and decisions about their daily lives, as they could.

Staff were trained to meet the individual and specific needs of the people in their care.



Updated 3 December 2016

The service was caring.

People were happy to be living in the home.

People were supported by kind and caring staff. They were treated with respect and dignity at all times.

People’s individual needs and lifestyle choices were recognised and respected.

The service made sure that people’s communication methods were understood so staff could respond to people in the way they preferred.



Updated 3 December 2016

The service was responsive

Staff helped people with their care in a way which met people’s current and immediate needs. They took into account people’s personal choices and preferences.

Staff helped people to keep their relationships with families and others who were important to them.

People were supported to choose and participate in activities that met their needs and helped them to enjoy their lifestyle.



Updated 3 December 2016

The service was well-led.

The service was well managed and staff felt supported by the registered manager to offer the best care to people.

The registered manager knew people and their needs well and made sure staff met them.

People, staff and others involved with the service were listened to and their ideas and views were acted upon, if possible.

The quality of care the service was providing was monitored and action was taken to develop the service to meet the needs of people.