Archived: North West Community Services (Merseyside)

There was a registered manager in post at the time of our 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.

Staff were knowledgeable regarding safeguarding and knew how to raise concerns when necessary. Risk assessments had been completed to ensure the environment was safe and in areas, such as mental health and mobility. There was an incidents policy and emergency plans in place to ensure the safety of people.

Medication risk assessments had been undertaken and medication management plans were in place for staff to follow. Medication awareness training was provided for staff.

Safe recruitment practices were clearly recorded in staff files to ensure only suitable staff were employed to work with vulnerable people. There were appropriate numbers of staff available to meet people’s needs.

People were supported by staff who knew them well. Care was person centred. Care plans included information regarding people’s social history, preferences and choices, which enabled staff to provide support based on the person’s wishes.

Staff told us they were well supported, received monthly supervision and an annual appraisal. Consent was sought from people in areas such as finances, administration of medicines and care planning. When people were unable to consent, the principles of The Mental Capacity Act 2005 (MCA) were followed to ensure care was provided in people’s best interest.

People were supported to engage in activities that were purposeful and meaningful to them and were supported to access advice and support from relevant health professionals in order to maintain their health and wellbeing.

People told us staff were kind and caring towards them and had a good understanding of how to communicate with people who used methods other than spoken English. People were appropriately referred to other health professionals to maintain their health and wellbeing.

People’s nutritional needs were being met by staff who supported them to shop and prepare meals based on individual preferences. Staff were aware of people’s needs from detailed information in the care plans we viewed and what support they required regarding their nutrition.

Quality assurance systems were in place to monitor the quality of the service, such as surveys, audit’s, spot checks and regular team meetings. People told us they were able to raise any issues with the manager and knew how to make a complaint should they need to. The registered manager was well respected and people we spoke with provided positive feedback about the management of the service.

People who use the service told us they were happy with the support they received. One relative we spoke with said, "My son has formed a life with the help of the carers. His quality of life is 100% better. I am very happy with the company.'

People told us they had received a visit before the service commenced. They told us their needs had been discussed and they had agreed to the support to be provided. They told us their carers provided sensitive and flexible personal care support and they felt well cared for.

Suitable arrangements were in place to protect people from the risk of abuse. People told us they felt safe with the care staff and said they would report any concerns to a manager. One person told us, "I feel very comfortable with my carers. I am in safe hands."

Staff told us they felt well supported, had regular meetings with their manager, and their training was kept up to date.