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Glenister Gardens

Overall: Requires improvement read more about inspection ratings

31 Glenister Gardens, Hayes, Middlesex, UB3 3FA (020) 8573 7828

Provided and run by:
CCS Homecare Services Ltd

Latest inspection summary

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Background to this inspection

Updated 28 October 2023

The inspection

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 Health and Social Care Act 2008.

Inspection team

The inspection was carried out on site by 2 inspectors and a nurse specialist advisor. After the inspection, an Expert by Experience contacted families for feedback. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service provides care and support to people living in a ‘supported living’ setting, 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 personal care and support.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours’ 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.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 3 people. Some people could not speak with us and tell us of their experiences verbally, so we observed their interactions with staff. We spoke with 7 members of staff including the registered manager, the head of operations and 5 care workers. We reviewed a range of records. This included 8 people's care records and medicines records. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Overall inspection

Requires improvement

Updated 28 October 2023

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

About the service

Glenister Gardens is a supported living service for up to 11 people with learning disabilities and/or autism. At the time of the inspection, 9 people were living at the service. People had their own flats and tenancies. The Guinness Partnership Ltd provided housing support and CCS Homecare Services Limited provided care and support to people using the service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People’s experience of using this service and what we found

We found the service was not always able to demonstrate how they were meeting the underpinning principles of right support, right care and right culture.

Right Support

People were not always supported to have maximum choice and control of their lives and staff did not always support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice. Medicines were not always managed safely.

We recommended the provider consistently applies the principles of the Mental Capacity Act 2005.

We also recommended the provider considers current guidance on infection prevention and control and take action to update their practice accordingly.

People were supported by staff to take part in activities and pursue their interests in their local area. People had a choice about their living environment and were able to personalise their rooms. Staff enabled people to access specialist health and social care support in the community. Staff communicated with people in ways that met their needs.

Right Care

We found risk assessments were not always in place or followed. Staff understood how to protect people from poor care and abuse and the service worked with other agencies to do so. People received kind care. Staff protected and respected people’s privacy and dignity. The service had enough appropriately skilled staff to meet people’s needs and keep them safe. People who had individual ways of communicating, using body language, sounds, pictures and symbols could interact comfortably with staff. People were supported to access healthcare services.

Right Culture

The provider had systems to evaluate the quality of the service being delivered, but these were not always effective as they had not found concerns identified during the inspection. Staff knew and understood people well and were responsive. People and those important to them were involved in planning their care. Staff were supported through supervision and training and told us they felt supported by the registered manager.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was good (published 24 October 2017).

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Enforcement and Recommendations

We have identified breaches in relation to safe care, including medicines management, need for consent and good governance at this inspection.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.