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Inspection Summary


Overall summary & rating

Good

Updated 17 March 2018

This comprehensive inspection took place on 13 February 2018. We gave the provider two working days' notice of the inspection as the service provided care and support to people living in their own homes and we needed to make sure the registered manager would be available to assist with the inspection.

The Reablement service is run by the London Borough of Hillingdon. The service offers support, including personal care, to adults of all ages and was usually provided for a period of up to six weeks. The service helped maximise people's independence and confidence often after a hospital admission. People using the service had a range of needs such as recovering from a stroke or an operation. Some people might also be living with dementia. Support was provided by care workers with occupational therapists and a physiotherapist working in the service to provide specialist support if this was required.

In addition, the service provided evening and night support to people living in sheltered accommodation in the London Borough of Hillingdon and also assistance for people in the evening and throughout the night if they had the telecare line in their homes.

There were 66 people using the service at the time of the inspection. At the end of the support from the reablement service people either had achieved their goals of gaining independence or were transferred to another community domiciliary care agency for longer term 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, the service was rated Good. At this inspection we found the service remained Good overall. However, we rated ‘Is the service Safe?’ as Requires Improvement.

People rarely needed help with their medicines. Where this was a task to be completed systems were in place to record when people had received their medicines from the care workers. Records had not been correctly completed for two people using the service and steps were immediately taken to rectify the situation.

People told us they were happy with the service they received. They confirmed having this short term assistance gave them the confidence to regain skills in order to be as independent as possible.

People needs were assessed and a plan put in place to meet their needs and promote and regain their independence. The risks to people's wellbeing had been considered so that people were supported in an appropriate way.

The provider had procedures for safeguarding adults and for responding to accidents and incidents. There was evidence the provider had learnt from incidents and had changed practices to help protect people in the future.

People and relatives were happy with the care and support people received. People said staff were respectful and maintained people's privacy and dignity. Staff understood people's individual care and support needs and worked with them to meet these.

People were given copies of the complaints procedure and said they would feel able to raise a concern if they had one. Informal complaints had been documented so that the registered manager had information on what, if any, were the common themes

Care workers told us they felt supported and had the training they needed. They confirmed that they could speak with their line manager or the registered manager whenever they needed and they enjoyed their work. There were enough staff to meet people's needs and they had been recruited in a suitable way.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. People had consented to their

Inspection areas

Safe

Requires improvement

Updated 17 March 2018

The service was not always safe. This was due to medicines management needing to be improved to help ensure people always received their prescribed medicines and that records are maintained to confirm this.

There were systems to safeguard people from abuse. Staff completed safeguarding training and knew how to report any concerns.

The risks to people's safety and wellbeing were assessed, reviewed and planned for.

There were sufficient numbers of suitable staff employed to meet people's needs and keep them safe.

People were protected by the prevention and control of infection.

Action was taken to learn from incidents and events and to make improvements where necessary.

Effective

Good

Updated 17 March 2018

The service remains Good

Caring

Good

Updated 17 March 2018

The service remains Good

Responsive

Good

Updated 17 March 2018

The service remains Good

Well-led

Good

Updated 17 March 2018

The service remains Good