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Ryde House Outreach Service Outstanding

The provider of this service changed - see old profile

Inspection Summary


Overall summary & rating

Outstanding

Updated 27 November 2018

Ryde House Outreach provides support to people living with a learning disability, to access the community and provide respite for their main carer. Not everyone using Ryde House Outreach Service received a regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided.

Our inspection was based on the care and support provided to fourteen people receiving personal care, with three of these being young people. Each person received a variety of care hours from the agency depending on their level of need. Some people had a learning disability or autism and were living in individual supported living flats; they required support to enable them to retain a level of independence. Other people were receiving support in their own home or to access activities in the community.

This inspection was conducted on 30 and 31 August 2018 and was announced. We gave the provider two working days' notice of our inspection as we needed to be sure key staff members would be available.

We last inspected the service in March 2017 when we did not identify any breaches of regulation, but rated the service as 'Requires improvement'. At this inspection, we found improvements had been made.

There was a registered manager in place. A registered manager is a person who has registered with the 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 2008 and associated Regulations about how the home is run.

There was a genuine person-centred culture, where staff displayed empathy and worked with people and their family members to understand how best to support them. People were put at the centre of everything staff did, to help ensure their needs, wishes and hopes were understood and to help them to live fulfilled lives. The attitude and knowledge of staff and management clearly had a positive impact on people and their families.

There was a strong emphasis on continuity of care and learning, to maximise the opportunities for people. Training and guidance for families was provided free of charge to assist with their understanding and to support their relative to have continuity of care. People were provided with core staff teams to help provide them with continuity of care and develop trusting relationships.

Family members, staff and professionals described the service as being exceptionally well led. Staff felt well supported and valued by the management team. They were confident in the management team’s abilities and felt that their views would be listened to and actions taken where required.

The management team and staff had developed exceptionally positive and supportive relationships with family members. The service went above and beyond to support families and people when in crisis.

There was a strong emphasis on continually striving to improve the service. The provider was fully engaged with the running of the service. The registered manager was proactive to support effective joint working with professionals and remain up to date on best practice guidance.

People, their families, professionals and staff were engaged in the running of the service and encouraged to regularly feedback views on service delivery, and share ideas and suggestions on how the service could be improved. Quality assurance questionnaires were sent to people, their families, staff and professionals annually. Feedback gathered was reviewed to support the registered manager and staff to ensure improvements could be made.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. There was overwhelming evidence that the core values of choice, promotion of independence an

Inspection areas

Safe

Good

Updated 27 November 2018

The service was safe.

People and their families felt the service was safe. Staff were aware of their responsibilities to safeguard people.

There were enough staff to meet people's needs and recruiting practices ensured that all appropriate checks had been completed.

Risks to people were robustly explored and recorded. The registered manager and staff had assessed individual risks to people and taken action to minimise the likelihood of harm.

People were supported with their medicines by staff who had been trained and assessed as competent.

People were protected from the risk of infection.

Effective

Good

Updated 27 November 2018

The service was effective.

People received effective care from staff who were competent, suitably trained and supported in their roles.

Staff understood and followed the principles of the Mental Capacity Act 2005 (MCA) and were aware of people's rights to refuse care.

People were supported to have enough to eat and drink.

Technology was used proactively to both support people�s safety and communication needs.

Staff understood people�s health needs and people had access to health professionals and other specialists if they needed them.

Procedures were in place to help ensure that people received consistent support if they were admitted to hospital.

Caring

Good

Updated 27 November 2018

The service was caring.

Staff developed caring and positive relationships with people and treated them with dignity and respect.

The management team and staff worked hard to ensure that people�s choices and wishes were respected.

Staff had an in-depth understanding of people's unique communication styles and supported people to communicate their views and wishes effectively.

Staff understood the importance of respecting people's privacy.

Responsive

Outstanding

Updated 27 November 2018

Ryde House Outreach service was outstandingly responsive to the needs of the people and their families.

The attitude and knowledge of staff and management clearly had a positive impact on people and their families.

There was a strong emphasis on continuity of care and learning, to maximising the opportunities for people.

The service encouraged people to take part in new experiences which promoted their health and wellbeing, and enhanced their quality of life.

Staff showed they had an excellent understanding of the people they cared for and people received exceptionally person-centred care.

Support was planned proactively and in partnership with people, their families and professionals where appropriate.

There was a robust complaints policy and compliments were recorded.

Well-led

Outstanding

Updated 27 November 2018

Ryde House Outreach Service was outstandingly well led.

People, their families, staff and professionals described the service as being exceptionally well led.

The service was well organised. Management had clear objectives and were committed to providing person-centred care and demonstrated these leadership values to the staff.

There was a strong emphasis on continually striving to improve the service and the quality of care provided to people. There were robust auditing and quality assurance processes to place to allow ongoing learning and development.

The service took an active role in the local community and had offered training to police and other public sector employees who may come in to contact with people who had complex needs, to help ensure that people could be better supported and understood.