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This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 20 October 2017

This comprehensive inspection took place on 9 August 2017 and was announced as the service is a small domiciliary service and we needed to ensure there would be people and staff available to talk with. This was the first inspection of this service since registering with CQC.

The service had a full time registered manager in place. 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.

We found the service was extremely well led by a team of managers who were committed to ensuring people were at the heart of the service. People were encouraged and nurtured to have a clear community presence and excellent community links had been formed in innovative ways. This included hosting and developing a signing and singing choir which people who used the service and anyone in the local community could join in. They had recently taken part in a diversity festival in North Devon. They were also involved in work placements within the local community and taking part in the local carnival which people who used the service said was one of their highlights.

People were at the heart of the service and they had developed innovative ways to ensure people had a say about who was employed and the future direction of the service. People were encouraged to take up advocacy services to help them make independent choices about their lives.

Staff were highly motivated to provide a personalised service for people. They felt valued and supported. Staff spoke highly about the training and development they received to ensure they could provide a responsive and safe service to people in their own homes. People were supported with their health and dietary needs.

People were kept safe because staff had received training and understood the types of abuse which could occur and who they should report any concerns to. Only staff who were suitable to work with vulnerable people were employed. This was because checks on their suitability were always completed prior to them starting work for the service.

People’s medicines and monies were well managed and an independent auditing system was used to ensure this remained robust and accountable.

People’s views, opinions and concerns were dealt with appropriately. People were supported to have meaningful activities which included work placements as well as a range of leisure pursuits to suit individual interests and wishes.

People were supported to be as independent as possible taking into account risks. Where risk had been identified, measures were taken to minimise such risks. Care and support was well planned and there were always sufficient staff to meet people’s needs.

Inspection areas

Safe

Good

Updated 20 October 2017

The service was safe.

People were protected from harm. People had confidence in the service they received and felt safe and secure in the hands of their care workers.

Risks to the health, safety and well-being of people were addressed in an enabling and proportionate way which promoted independence.

Care workers had the knowledge, skills and time to care for people safely and consistently.

There were safe recruitment procedures to help ensure that people received their support from staff of suitable character.

The service had good systems in place to safely support people

with the management of their medicines.

Effective

Good

Updated 20 October 2017

The service was effective.

The service ensured that people received effective care that met their needs and wishes. People experienced positive outcomes as a result of the

service they received.

Staff were provided with effective training and support to ensure they had the necessary skills and knowledge to meet people’s needs effectively.

People were supported with their health and dietary needs.

Caring

Good

Updated 20 October 2017

The service was caring.

The registered manager and staff were committed to a strong person centred culture.

Kindness, respect, compassion and dignity were reflected in the day-to-day practice of the service.

People who used the service valued the relationships they had with care workers and expressed satisfaction with the care they received. People were pleased with the consistency of their care workers and felt that their care was provided in the way they wanted it to be.

Responsive

Good

Updated 20 October 2017

The service was responsive.

People received a personalised service that was planned proactively in partnership with them.

People's care was kept under continual review and the service was flexible and responsive to people's individual needs and preferences.

People were actively encouraged to give their views and raise concerns because the service viewed all feedback received as a natural part of driving up improvement.

Well-led

Outstanding

Updated 20 October 2017

The service was really well-led.

The registered manager and the provider of the service promoted strong values and a person centred culture. These values were owned by everyone and underpinned every level of practice.

Staff were highly motivated and proud to work for the agency and were continually supported and developed to provide the highest quality of care. Staff were committed to the future of the service and making it the best it could be.

The service was focussed on continual improvement and never complacent about its successes, always looking for the next improvement that could be made.

Robust quality assurance systems enabled the service to ensure that the service delivered support in line with current best practice and always making sure that they put people at the very heart of every process.