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Orbis Support Offices

Overall: Outstanding

Suite G2, Howard House Commercial Centre, Howard Street, North Shields, NE30 1AR 07968 166609

Provided and run by:
Orbis Support Limited

Latest inspection summary

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Background to this inspection

Updated 21 March 2020

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team

The inspection team consisted of one inspector.

Service and service type

This service provides care and support to people living in 10 ‘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 personal care and support.

The service had a manager registered with the Care Quality Commission. 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

The inspection was unannounced.

What we did before the inspection

Prior to the inspection, we checked all the information we had received about the service. We assessed the information received in the Provider Information Return (PIR). This is information we require providers to send us at least annually to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.

We contacted the local authority commissioning and safeguarding teams and the local Healthwatch. Healthwatch are a consumer champion in health and care. They ensure the voice of the consumer is heard by those who commission, deliver and regulate health and care services.

During the inspection

We were introduced to one person using the service and received feedback from six relatives.

We spoke with six members of staff including the registered manager and provider. In addition, we received feedback from four visiting health and social care professionals.

We reviewed a range of care records for eight people and looked at records in relation to the safety and management of the service. On the third day of the inspection we reviewed records the registered manager had sent us electronically.

After the inspection

We continued to seek clarification from the provider to validate the evidence we found.

Overall inspection


Updated 21 March 2020

About the service

Orbis Support Offices is a supported living service providing support to people with a learning disability or autism living in their own homes. Not everyone who used the service received support with personal care. The Care Quality Commission (CQC) only inspects where people receive personal care support. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of this inspection, the service provided personal care support to 14 people.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

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

People received care and support from a service which was exceptionally well-led. The provider and registered manager delivered strong and supportive leadership. The management team promoted and ensured the values of the service were embedded within the culture of how staff interacted with people. The whole staff team were committed to ensuring people received high-quality person-centred care.

Robust audits were completed to monitor and review the quality of the service. A strong importance was placed on continuous learning to improve the outcomes for people. Accidents and incidents were robustly reviewed to identify if any themes or trends were evident.

Feedback from relatives, staff and professionals spoke of the outstanding delivery of care people received. A holistic approach to assessing and delivering care was in place. Staff were exceptionally responsive to people needs and delivered care which achieved excellent outcomes for them. Staff provided individualised care and support to people and were passionate about ensuring people achieved their desired outcomes and met their goals. One relative said, “The staff at Orbis know [name of person] so well and are so well prepared. They are very happy to involve other organisations such as the community learning disability team and are very proactive at putting in place any suggestions the professionals make. They are very proactive rather than reactive.”

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. The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

People received care and support from staff who were very well trained and supported by the registered manager and provider. Staff received bespoke training which reflected the needs of individual people and systems were in place to support staff with any educational assistance they required.

Staff were kind and caring and always promoted the privacy and dignity of people. Staff encouraged people to be as independent as they could be and people or their representative were involved in decisions about their care.

Safeguarding policies and procedures were in place and staff were confident in the actions to take if any type of abuse was suspected. Staffing was determined based on the individual needs of people. Staff were recruited safely and risk assessments were in place for people and the environment. Measures were identified to mitigate known risks people were exposed to.

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 31 May 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor intelligence 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.