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Inspection Summary


Overall summary & rating

Good

Updated 8 December 2017

This inspection took place over three days on 10, 14 and 15 August 2017. This inspection was announced to ensure that key staff would be available to talk with.

The service had 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.

Pendle Support Limited is registered to provide personal care and support to adults and children with learning disabilities and associated mental health issues. The agency is located in the town of Colne and provides a community service within the Burnley, Pendle and Rossendale area.

This was the first inspection for Pendle Support Limited as the service had become a limited company and re-registered with the Care Quality Commission on 23 July 2016. Prior to this the service was registered as Pendle Care and Support Services as a partnership and had been providing services in Burnley, Pendle and Rossendale since 2005. Our last report for the previously registered service was in February 2014 and the service was judged to be fully compliant under the previous regulations. At the time of our inspection 28 people were being supported by the agency.

Without exception people told us that they felt safe when receiving care and support from staff. Staff we spoke with knew how to recognise and report potential safeguarding issues and they received appropriate training in this area which was up to date.

There was a robust and detailed recruitment programme in place that helped to ensure people received high standards of care from a highly skilled staff team. People who used the service were given the opportunity to become involved within the recruitment process. Staffing levels were sufficient to ensure people received high standards of care that enhanced their welfare, safety and day to day living.

Thorough risk assessments were in place to protect people from risks but also enabled them to take positive risks. We saw that people and families were involved within this process to enable them to understand why they were in place. Risk assessments were person centred and up to date.

People we spoke with had no concerns with how staff helped them to take their medication. An up to date medication policy was in place that staff were aware of. Staff knew their responsibilities in this area and were trained to administer people’s medicines.

Staff received an induction when they first started work at the service. Staff were trained, supervised and received an annual appraisal of their performance. Staff told us they felt supported in their role and were given the appropriate training and guidance to carry out their duties effectively.

Staff and the management demonstrated a good understanding of the principles of the MCA and DoLS and how it related to peoples care needs. Up to date and detailed policies and procedures for MCA and DoLS were available to all of the staff and provided them with clear guidance.

People were 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.

Support and care plans reflected people’s assessed support needs well and showed that people were encouraged to do as much for themselves as possible. Care plans also reflected the fact that people were involved in the care planning and review process. Care plans were very person centred, up to date and contained in-depth information and guidance for staff. Staff we spoke with found plans to be useful in assisting them to provided care and support for people.

People we spoke with told us they were happy with the care and support they received and that staff were caring and considerate. Nobody we s

Inspection areas

Safe

Good

Updated 8 December 2017

The service was safe.

Thorough, person centred risk assessments were in place for people that kept them safe but also encouraged positive risk taking.

People medicines were managed safely by a well trained staff team.

Safeguarding procedures were in place that staff were aware of. Staff were knowledgeable in how to recognise and report potential safeguarding issues.

Robust and effective recruitment procedures were in place.

Effective

Good

Updated 8 December 2017

The service was effective.

Staff were well trained and received the support they needed from the management team including formal supervisions and appraisals.

Staff and management had an excellent understanding of the principles of MCA and how this legislation related to people's care needs.

People were supported with their nutritional land hydration and their needs were accurately reflected within their support plans.

Caring

Good

Updated 8 December 2017

The service was caring.

People and their relatives told us that staff were caring and that their attitude and dedication was exemplary.

People told us their privacy and dignity were respected and promoted and staff spoke knowledgeably in this area.

There were numerous good examples on how people with significant health and social needs were enabled to remain at home and live independently. There were several good examples seen on how people with significant health and social needs were enable to remain at home and live independently.

People had access to information about the service and events and activities and other service in the local community. This was made available in a number of different formats.

Responsive

Good

Updated 8 December 2017

The service was responsive.

Care and support plans were person centred and easy to understand. They contained good information and guidance for staff.

People were involved in their care and support plan design and on-going reviews.

People and their relatives knew how to raise concerns or make a formal complaint. Staff knew how to guide people in this area.

Well-led

Good

Updated 8 December 2017

The service was well-led.

We received very positive feedback about the service, the management team and care staff.

The service had exceptionally good links into the community and had created opportunities for people when local services were not present.

There were robust quality audits and monitoring systems in place that fed back into service delivery.