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Inspection report

Date of Inspection: 2 June 2014
Date of Publication: 28 June 2014
Inspection Report published 28 June 2014 PDF


Inspection carried out on 2 June 2014

During a routine inspection

We gathered evidence against the outcomes we inspected to help answer our five key questions. Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, the staff supporting them and from looking at records.

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

Is the service safe?

We spoke to two people being supported by the service. They said staff supported them to take their medications and reminded them when they needed to attend health care appointments. This helped keep them safe and well.

Systems were in place to make sure that the provider and staff learned from events such as accidents and incidents and complaints and concerns. This reduced the risk to people and helped the service to continually improve.

The provider was available 'on-call' outside of office hours to respond to staff requests for support and to deal with emergencies.

Is the service effective?

People said they had care plans and attended regular review meetings with health care professionals from the Community Mental Health Team (CMHT). We saw that their care plans and risk assessments had been kept under regular review and people were supported to attend medical appointments and meetings with mental health professionals.

Each person using the service had a CPA Contact and Crisis Form. This form included the details of people and organisations involved in the persons support. These people would be contacted in an emergency, for example, where a person using the services mental health condition had deteriorated.

Is the service caring?

One person said: �The staff are not bad we get on well, they help me with my medication and to attend my appointments which helps me.� The other person said �It�s okay here. If I need anything I just ask the staff, they are very helpful.� Both said they had a good relationship with the provider.

We observed positive interactions between staff and people using the service during the course of our visit.

Is the service responsive?

We saw satisfaction questionnaires were completed by people using the service in May 2014. People indicated that they were satisfied with the support they received. The provider told us they used the feedback from the questionnaires to improve the service.

People said if they had to make a complaint or had any concerns about the service they would tell the provider or a member of staff. Both people we spoke with said they were confident that they would be listened to and that something would be done. One person said they had raised concerns with the provider in the past. The provider had looked into their concerns and they were satisfied with the outcome.

Is the service well-led?

We found there were effective systems in place to regularly assess and monitor the quality of service that people received.