8 November 2017
During a routine inspection
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.
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. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen.
The service had a registered manager, which 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.
There was good overall feedback about the service, from people using it and their relatives. We found people were treated with kindness and compassion, and that they were given emotional support when needed. The service ensured people's privacy and dignity was respected and promoted.
People’s needs were identified and responded to well. The service was very effective at working in co-operation with other organisations to deliver good care and support. This included where people’s needs had changed, and where people needed ongoing healthcare support. The service helped people to live healthier lives, and to have their nutritional and medicines needs met.
The service enabled people to receive personalised care and recognised their potential. For example, people were supported to follow their interests, and to develop and maintain relationships that mattered to them. People’s friends and relatives were able to visit and keep in contact without being unnecessarily restricted.
As far as possible, the service supported people to express their views and be actively involved in making decisions about their care and support. There was an open, positive and transparent culture at the service. People’s concerns and complaints were responded to and used to improve the quality of care.
The service ensured there were sufficient numbers of suitable staff to support people to stay safe and meet their needs. This included through safe recruitment practices. Staff had the skills, knowledge and experience to deliver effective care and support, and received support for their roles.
Risks to people using the service were assessed and actioned, to balance their safety with their freedom. The service promoted people’s independence. The service’s systems, processes and practices safeguarded people from abuse, and there were sufficient systems for the prevention and control of infection.
The service was working towards ensuring it supported people to be protected by the Mental Capacity Act 2005 in the event they lacked capacity to make some decisions.
The provider’s governance framework ensured quality performance, risks and regulatory requirements were understood and managed. There was good use of online monitoring tools in support of this. The service learnt and made improvements when things went wrong.
The provider had a clear vision and credible strategy to deliver high-quality care and support. The strategy was well-embedded at this service. Systems at the service supported continuous learning and improvement.