Archived: Turning Point - Wiltshire

Updated 22 December 2016

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 inspection took place on 09 and 10 November 2016. This was an announced inspection where we gave the provider 48 hours’ notice. This was because the location provides a domiciliary care service and we wanted to make sure the manager would be available to support our inspection, or someone who could act on their behalf.

The inspection team consisted of one inspector. Before the inspection, the provider completed a 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.

We reviewed information we held about the provider, in particular notifications about incidents, accidents, safeguarding matters and any deaths. We spoke to three people who used the service and received feedback from three relatives. We also received feedback from community support teams involved with the care of people using the service. We spoke with the registered manager, supported living manager, team leader and three support workers to gather their views about the service provided.

We also reviewed a range of records which included care records and risk assessments of nine people, staff training records, staff duty visit schedules, staff personnel files, policies and procedures, complaint files and quality monitoring reports.

Updated 22 December 2016

We carried out an inspection of Turning Point Wiltshire on 9 and 10 November 2016. This was an announced inspection where we gave the provider 48 hours’ notice. This was because the location provides a domiciliary care service and we wanted to make sure the manager would be available to support our inspection, or someone who could act on their behalf.

Turning Point Wiltshire is registered to provide personal care. The service provides 24 hour support to adults with learning disabilities and complex needs. The service operates from office premises in Salisbury. At the time of inspection there were 20 people using the service.

During the last inspection in August 2015, we found breaches of some of the legal requirements in the areas we looked at. Improvements were seen during this inspection which demonstrated the service had responded to our feedback and had implemented improvements in line with their action plan.

A registered manager was in place and available throughout the inspection. 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 who used the service told us they felt safe. Staff had received training about safeguarding and knew how to respond to any allegation of abuse. Staff were also aware of the whistleblowing procedure which was in place to report concerns and poor practice.

Staff and people’s relatives told us there were sufficient numbers of staff to provide people with the care and support they required. However, people’s relatives said staffing had occasionally been more difficult to cover at weekends where continuity of staff was not always possible when regular staff were not available.

People’s medicines were managed safely and Medicines Administration Records (MAR) completed accurately following administration of medicines. Staff received training in how to administer medicines and received regular assessments to ensure their competency was maintained.

Effective systems were in place to manage risk and ensure people were cared for in a safe way. Risk assessments had been completed and actions recorded to manage identified hazards and concerns.

Staff were knowledgeable about people’s needs and said they received training which gave them the confidence and necessary skills to provide the care people required. Staff received training around the Mental Capacity Act 2005. Details in people’s care plans regarding mental capacity assessments and best interest decision processes were well documented. Staff explained they understood the importance of ensuring people agreed to the support they provided.

Staff spoke fondly about the people they supported and gave good examples of how they developed positive relationships with them. Staff spoke about how they helped people retain their independence and encouraged them to be in control of their decision making and choices. People and their relatives told us staff were caring and regular staff had built good relationships with people they cared for.

A complaints procedure was available and people we spoke with said they knew how to raise a complaint if they needed to. Complaints and concerns were handled in an appropriate way.

Staff were passionate about providing good quality care and said they felt supported by the management team. There was an open door culture and staff said the management team were very approachable.

People had the opportunity to give their views about the service. There was regular consultation with staff, people and/or their family members and their views were used to improve the service. Regular audits were completed to monitor service provision and to ensure the safety of people who used the service.