Archived: Outlook Care - Robin Hood Road

Below is a summary of what we found. The summary is based on our observations during our inspection, observing the care provided to people who used the service, talking to relatives and the staff and from looking at records.

If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

We spoke with one person's relative who told us they felt the service was safe and people were well cared for.

Safeguarding procedures were robust and staff had been trained on how to safeguard the people they supported.

Systems were in place to make sure that managers and staff learnt from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduced the risks to people and helped the service continually improve.

There was a system in place to ensure people's money was safe and any expenditure was appropriately recorded.

The service had policies and procedures in place related to the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards to help ensure people were appropriately assessed and to make sure that people were looked after in a way that did not inappropriately restrict their freedom. Relevant staff had been trained to understand when an application should be made and how to submit one. This meant that people would be safeguarded as and when required.

We found staff recruitment was both thorough and safe to ensure people were cared for by appropriately experienced staff.

Is the service effective?

People's health and care needs were assessed and care plans were developed with people and their representatives. The care plans provided staff with information about how each person's care needs should be met. Guidelines were in place to inform staff of the actions to be taken to deal with challenging behaviour and these were monitored by the manager.

The staff we spoke with were able to describe the individual needs of the people they cared for and how these needs were met.

The service worked well with other agencies and prompt referrals were made to health care professionals which helped ensure people's health care needs were met.

Is the service caring?

We spoke with one person's relative who told us, "My relative is very settled and content there. The staff know my relative well and there are loads of activities. The staff are helpful and are very nice people." We observed good relationships between the people who used the service and the staff on duty. For example, two people were being supported to participate in activities in the community and another person was helping with the garden.

Is the service responsive?

The relative we spoke with told us the staff were very accommodating and listened to their views and kept them well informed. They confirmed they the service listened to their views about the care provided and responded accordingly.

Is the service well-led?

The service had a quality assurance system and records showed that identified shortfalls were addressed promptly. As a result the quality of the service was continuingly improving.

We saw records to show the manager was responsible for monitoring care records and incidents, on a regular basis. The manager completed a quality report at least four times a year and the provider ensured an area manager undertook a series of themed visits throughout the year auditing the quality of care provided.

Staff told us they were clear about their roles and responsibilities. Comments included, "The manager is always available if I have any issues and she is very approachable."

Care plans we looked at showed that people's needs and preferences were thoroughly assessed, documented and reviewed. A healthcare professional we spoke with told us, 'They [staff] are totally devoted and compassionate about the care given to individuals. They are incredibly caring and work hard to meet people's complex needs.'

We saw evidence that people were provided with a good choice of food and drink in a way that both encouraged and promoted a healthy balanced diet. Staff provided people with appropriate levels of support where necessary to help them eat and drink.

The premises were safe, suitable and fit for purpose. Adequate emergency procedures were in place and the safety equipment we saw had been regularly checked and well maintained.

The provider had put a policy and procedure in place for recording and dealing with complaints. An 'easy read' guide using pictures and symbols had been produced to help people understand how to make a complaint and the methods used to resolve it.

We saw that there were safeguarding policies and procedures to be used in the event of an allegation of abuse being made. We found that the provider had an effective system to regularly assess and monitor the quality of service that people received.