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Dignus Support Solutions-Falkland Close Good

Inspection Summary


Overall summary & rating

Good

Updated 31 January 2018

This was the first inspection of Dignus Support Solutions-Falkland Close and was announced.

The service primarily provides a day care facility for people who have learning disabilities and/or autism. It wanted to provide personal care at home to some of the people who used its other day care services and therefore registered with the CQC. At the time of our visit only two people received personal care at home.

This inspection took place on 4 January 2018 at the office located within the day service. However we only looked at the service provided to those receiving personal care at home. This is because we do not regulate day care services.

The service did not have a registered manager. 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. The registered manager had recently left the service and a new manager had been recruited and was applying to be registered with us.

The provider and management team had worked hard to improve the service after a period where the service had not been well-led. At the time of our visit, changes had been made and the service gave good support to those receiving personal care.

The provider had become aware they had not always known when the service had not been delivered to people in the way people wanted. They had changed their process in response to this. Complaints were now being managed well.

People who used the domiciliary service had for a period of time, not always received the care calls they expected or by the staff members they were familiar with. The new manager assured us this had been addressed and people were now getting their care from people they knew and at the expected time.

Staff had received training to work effectively with people who used the service; and received support from the management team to help them with their work. Staff recruitment procedures reduced the risks of people being supported by staff who were unsuitable. Staff told us they felt the service had improved under the new manager.

Staff knew people well and how to work with them safely. They had a caring approach to people and were responsive to their personal care needs. Staff understood how to safeguard people from abuse.

Staff understood the importance of receiving people's consent before carrying out care tasks.

At the time of our inspection no one using the DCA was supported with food or fluids, or with the management of medicines.

Inspection areas

Safe

Good

Updated 31 January 2018

The service is safe.

Staff knew the procedures to safeguard people from abuse. There were enough staff to meet people's needs. The provider's recruitment practice reduced the risk of people being supported by unsuitable staff. Staff understood people's risks and provided support which reduced these risks.

Effective

Good

Updated 31 January 2018

The service is effective.

Staff had received the necessary training to support them in their work and had the skills to provide effective care to people. Staff knew to gain people's consent before carrying out care tasks. Where appropriate, they worked with other healthcare professionals.

Caring

Good

Updated 31 January 2018

The service is caring.

Relatives felt the care provided to people was good, and staff were caring. Staff understood the importance of treating people with dignity and respecting their privacy.

Responsive

Good

Updated 31 January 2018

The service is responsive.

People had been through a period of time where the staff member attending the call was not who they expected, or the staff member turned up later than expected. This had recently been rectified. Complaints and concerns had not always been managed well, but this again had recently been rectified. Staff had a good knowledge of people's needs.

Well-led

Good

Updated 31 January 2018

The service is well-led.

The service went through a period of time where it was not managed well. The provider was aware of this and had been proactive in addressing the issues. The new manager and management team worked with staff to improve the service and improve the morale of staff. The service was now providing good support to people who received personal care.