Archived: The You Trust - 29 Shaftesbury Road

The service had a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 and associated Regulations about how the service is run.

People felt safe with the home’s staff. People had no concerns about their safety. There were policies and procedures regarding the safeguarding of adults and staff knew what action to take if they thought anyone was at risk of potential harm. Risks to people’s safety had been assessed and care records contained risk assessments to manage identified risks.

People were supported to take their medicines as directed by their GP. Records showed that there were appropriate arrangements for obtaining, storing and disposing of medicines.

Thorough recruitment processes were in place for newly appointed staff to check they were suitable to work with people. Staffing numbers were maintained at a level to meet people’s needs safely. People and staff told us there were enough staff on duty and observations also confirmed this.

Food at the home was well managed. Each person had their own food budget and prepared their own meals. Staff provided support to people as required to help ensure meals were balanced and encouraged healthy choices.

Staff were aware of people’s health needs and knew how to respond if they observed a change in their well-being. Staff were kept up to date about people in their care by attending regular handover meetings at the beginning of each shift. The home was well supported by a range of health care professionals.

The CQC monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care homes. The registered manager understood when an application should be made and how to submit one. The provider had suitable arrangements in place to establish, and act in accordance with the Mental Capacity Act 2005 (MCA). Staff had an understanding of the Mental Capacity Act (MCA) 2005

Each person had a care plan which informed staff of the support people needed. Staff received training to help them meet people’s needs. Staff received an induction and there was regular supervision including monitoring of staff performance. Staff were supported to develop their skills by means of additional training such as the National Vocational Qualification (NVQ) or care diplomas. These are work based awards that are achieved through assessment and training. To achieve these awards candidates must prove that they have the ability to carry out their job to the required standard. All staff completed an induction before working unsupervised. People said they were well supported and said staff were knowledgeable about their care needs.

People’s privacy and dignity was respected. Staff had a caring attitude towards people. We observed staff smiling and laughing with people and offering support. There was a good rapport between people and staff.

The registered manager operated an open door policy and welcomed feedback on any aspect of the service. There was a low turn over of staff and staff said that communication in the home was good and they always felt able to make suggestions. They confirmed management were open and approachable.

There was a clear complaints policy and people knew how to make a complaint if necessary.

The provider had a policy and procedure for quality assurance. The registered manager and her deputy worked alongside staff and this enabled them to monitor staff performance. The registered manager’s head of department visited the home regularly to monitor service delivery.

Weekly and monthly checks were carried out to monitor the quality of the service provided. There were regular staff meetings and feedback was sought on the quality of the service provided.

People and staff were able to influence the running of the service and make comments and suggestions about any changes. Regular one to one meetings with staff and people took place. These meetings enabled the registered manager and provider to monitor if people’s needs were being met.

A single inspector carried out this inspection. The focus of the inspection was to answer five key questions; is the service safe, effective, caring, responsive and well-led?

Below is a summary of what we found. The summary describes what people using the service, their relatives and the staff told us, what we observed and the records we looked at.

Is the service safe?

People only moved into this service once they had undergone a thorough assessment. Where a risk or need had been identified, there was a written plan to inform staff as to how to reduce the risk. People spoken with confirmed that they had access to medical support as necessary. There were enough staff to meet people's needs and to provide them with the support they needed. People had been cared for in an environment that was safe, and well maintained.

CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. While no applications have needed to be submitted, proper policies and procedures were in place. Relevant staff had been trained to understand when an application should be made, and how to submit one.

Is the service effective?

People told us they were happy with the care they received and felt their needs had been met. It was clear from what we saw and from speaking with staff they understood people's care and support needs and that they knew them well. Staff had been well trained, and were provided with the right training to support people with their mental health needs. The service worked with other health and social care services to make sure people received all the care and support they needed.

Is the service caring?

We observed that staff had a good understanding of people's support needs. They were supportive and were available when people needed them.

Is the service responsive?

Records showed people's preferences, interests, and diverse needs had been recorded and care and support had been provided that met their wishes. People were supported to maintain and increase their independence.

Is the service well-led?

People and their representatives were asked their views and these were listened to.

The manager had a system to record, monitor, evaluate and improve the service, care and support that people received.

We spoke with three people who lived at the service and two members of staff.

All the people we spoke to told us they liked living at The You Trust and felt safe and well cared for. They also said they felt staff listened to them and respected their wishes. One said; "I would say to a friend, come and live here it is lovely".

We found that people's views and experiences were taken into account in the way that the service was provided; their care was assessed and delivered. One person told us how they liked to go to the shops. Their care plan reflected this and risk assessments were in place for staff to support them in this activity.

We saw that staff had a good rapport with the people and joked together about the hot drinks they were preparing in the kitchen. One person told us they got on well with everyone living there and staff.

Medicines in the service were managed effectively.

All the staff working at the service had been employed using an effective recruitment process which included the necessary checks to ensure they were suitable to work there.

The service had an effective complaints policy and procedure which supported people who used the service to feedback or complain without the fear of discrimination. There had not been any complaints recorded since the last inspection.