Personalised Support Team - North Nottinghamshire

The provider also included some domiciliary care provision. This is defined as providing personal care to people living in their own houses and flats in the community. Not everyone using the service receives 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. At the time of our inspection 27 people were being supported under the regulated activity of personal care.

There was a registered manager in post. 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.

At the last inspection we asked the provider to make improvements to some areas of the service and we saw these improvements had been made. People felt safe and staff understood how to report any concerns. Risk assessments had been completed and staff provided guidance in relation to equipment and the environment. There were sufficient staff to meet the needs of people and the service was developing systems to improve consistency. The appropriate checks had been made to ensure staff were suitable to work with people. When open recruitment days had been completed people using the service had been part of this process. Medicines were managed safety and the risk of infection was managed. The service learnt from events and used this to develop new systems.

Staff received training to support their role. This ensured the staff were able to support people. New staff received an induction prior to commencing their role. When people required support with their diet, guidance was provided to consider the requirements of people’s needs. Choices were made available in relation to meals and daily living. When people required support from health care professionals referrals had been made. People are supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice.

People had established relationships with staff and these showed a caring and individual connection. People felt their dignity was respected and their needs considered. This was reflected in encouraging people’s independence.

Care plans were person centred and reflected the needs of the person. When needs changed these had been reviewed and the changes made. Details in the care plans reflected equality characteristics and communication needs. The provider had considered how information was shared with people and offered it in a range of formats. When part of the care package some people were supported with going out and accessing community services. Complaints were responded to and concerns addressed in line with the policy.

There was a registered manager in post who understood their role in relation to the regulations. Audits had been completed to ensure that the required measures had been done and any areas of concern were addressed. People were able to provide feedback on the service and this information was used to drive the service improvements. Partnerships had been developed with linked services and those in the community or health care sector. Staff felt supported in their role by the registered manager and the provider.

The service had a registered manager in place at the time of our inspection, however they had been off work for a period of over 28 days. There was a temporary manager in place managing the service. 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.

People were supported by staff who understood the risks people could face but may not know how to keep people feel safe. People were supported by a regular individual or group of staff who they knew, however people may not receive the support they require to take their medicines safely.

People were provided with the care and support they wanted by staff who were trained and supported to do so. People’s human right to make decisions for themselves was respected and they provided consent to their care when needed. Where people were unable to do so the provider followed the Mental Capacity Act 2005 legal framework to make the least restrictive decisions in people’s best interest.

People were supported by staff who understood their health conditions and ensured they had sufficient to eat and drink to maintain their wellbeing.

People were treated with dignity and respect and their privacy was protected. Where possible people were involved in making decisions about their care and support.

People’s plans of care did not contain all the information staff needed to meet their needs. People were informed on how to raise any complaints or concerns, and these were usually acted upon when they did so.

The management of the service had been through a reorganisation and was establishing itself following this. There were systems in place to monitor the quality of the service and make improvements when needed, but these were not always effective.

We found breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what action we told the provider to take at the back of the full report.