19 November 2019
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
The inspection was carried out by one inspector on the first day and one inspector accompanied by a British Sign Language interpreter on the second day. The interpreter supported the inspector to communicate with staff and people using the service
Service and service type
The service provides care and support to people living in four ‘supported living’ settings., so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s care and support.
The service had a manager registered with the Care Quality Commission (CQC). This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave a short period of notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection. Also, because people are often out and we wanted to be sure there would be people at home to speak with us.
Inspection activity started on 28 October 2019 and ended on 30 October 2019. We visited the office location on both dates.
What we did before the inspection
We reviewed information we had received about the service since the last inspection and sought feedback from the local authority. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
We used all of this information to plan our inspection.
During the inspection
We visited six people who used the service in their own homes to seek their views of the care provided. We spoke with seven members of staff including the chief executive, the registered manager, senior support workers, support workers and one agency staff.
We reviewed a range of records including three people’s care records and records relating to the administration and management of medicines. A variety of records relating to the management of the service, were also reviewed.
After the inspection
We looked at additional information provided by the registered manager, for example documentation relating to decision making. We contacted health care professionals who regularly visit the service.
19 November 2019
About the service
Deafness Support Network (DSN) provides personal care and support for up to 24 adults who are D/deaf and may have dual sensory impairment; learning disability; physical disability or mental health problems. People live within one of four properties which are situated in Northwich close to the town centre. The main office is situated in the largest of the properties. At the time of our inspection there were 23 people using the service.
The word Deaf (with a capital D) is used to denote an individual whose first language is British Sign Language (BSL), whilst the term D/deaf is widely recognised by service professionals and refers to everyone with a hearing loss which includes Deaf, deafened and hard of hearing. D/deaf will be used throughout this report.
People’s experience of using this service and what we found
People experienced exceptional individualised care, tailored to their needs and delivered by staff who knew the needs likes and preferences of the people they supported well. Staff ensured that people were well prepared for new experiences to reduce anxiety. People experienced full and active lives with support to build and maintain relationships.
People received care that was safe. Systems were in place to ensure they were protected from abuse and avoidable harm. Medicines were managed and administered safely. Staff’s competency to do so was regularly checked. Staff supported people to maintain a clean and safe environment.
People were supported by well-trained and competent staff who knew them well. The service ensured people’s needs were assessed and regularly reviewed so that they received care that was effective. There were sufficient staff to meet people’s needs and checks were carried out to ensure that only suitable staff were employed. People were well supported to maintain their health and wellbeing.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
Staff treated people with kindness and respect. Warm and friendly relationships had been developed and people were at ease in staff’s company. People were treated fairly and without discrimination by staff who advocated to ensure their rights were protected.
The registered manager and staff were clear about the responsibilities of their roles. There was an open and transparent culture with emphasis on capturing learning and partnership working, in order to continuously improve the service wherever possible.
Rating at last inspection
The last rating for this service was Good (last report published 10 May 2017).
Why we inspected
This was a planned inspection based on the previous rating.
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk