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Inspection Summary


Overall summary & rating

Good

Updated 15 March 2018

This was the first comprehensive inspection of this service since the provider initially registered with the Care Quality Commission (CQC) in December 2016. This inspection took place on 07 February 2018.

Kennelwood House (Otherwise known as La Belle Care) is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to adults with learning and physical disabilities and older people, including people living with dementia who live in their own homes. At the time of our inspection there were fourteen people using the service.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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's experiences of care were overwhelmingly positive. They told us they were supported by kind and caring staff who often took the time to do things outside of their remit to improve people’s experiences and to take actions that were important to people. People were at the centre of their care and we found clear evidence that their care and support was planned with them and not for them. There was a strong culture within the service of treating people with warmth, dignity and respect. People were fully involved in making decisions about their own care, felt their views were listened to, and respected. People felt that they were treated with dignity and respect.

People felt safe using the service. Staff and the management team demonstrated a good understanding of the different types of abuse that could occur and their role in protecting people from abuse. There were enough staff available to meet people’s needs safely.

People and their relatives told us that the care and support provided was appropriate to meet people's needs. Staff received training to help them to provide people’s care and support. Staff sought people's consent to care. People received support to access support from healthcare professionals as needed.

People and their relatives told us they had been involved in developing people's care plans and felt that their opinion was respected and taken into account. People told us they felt the registered manager took them seriously and if they needed to change or adapt their care they felt they only had to make a phone call. The provider had policies in place to help ensure that any concerns and complaints raised by people who used the service or their relatives were appropriately investigated and resolved.

People and their relatives felt that the registered manager was always approachable with any problems. The registered manager demonstrated a good knowledge of the staff they employed and people who used the service. Satisfaction surveys were routinely distributed to people who used the service, their friends and relatives as part of the provider’s quality assurance system.

Inspection areas

Safe

Good

Updated 15 March 2018

The service was safe.

Staff had received safeguarding training and had a clear understanding of the different types of abuse and how they would report concerns.

Potential risks to people's health, well-being or safety had been assessed, and were reviewed regularly to take account of people's changing needs and circumstances.

There were sufficient numbers of staff deployed to meet people's needs consistently.

The provider operated robust recruitment procedures to help reduce the risk of unsuitable people working at the service. The management team was committed to a values based recruitment procedure that helped to ensure they recruited the right people.

Systems were in place for the safe management of medicines and to help prevent the spread of infectious diseases.

Effective

Good

Updated 15 March 2018

The service was effective.

Staff members received training and supervision to support them to be able to support people safely.

The service worked within the principles of the Mental Capacity Act 2005 and the registered manager demonstrated a good awareness of what steps needed to be followed to protect people's best interests.

People were provided with support where needed to have a healthy diet and fluid intake.

People�s health concerns were reported to health professionals in a timely manner.

Caring

Outstanding

Updated 15 March 2018

The service was very caring.

All people we spoke with including their relatives and health professionals consistently told us the staff team were kind, caring and compassionate.

People and their relatives praised the staff and management team highly for the care they provided for people.

Care was provided in a way which respected people's privacy and promoted their dignity.

The staff and management team often took the time to do things above and beyond their remit to improve people�s experiences and demonstrated compassion.

People received their care and support from a consistent team of staff which enabled them to build up positive relationships.

The service had a very strong, visible and person centred culture that was reflected in discussions with the management, staff, people who used the service and their family members.

People's care records were stored in a lockable office at the service in order to promote their dignity and confidentiality.

Responsive

Good

Updated 15 March 2018

The service was responsive.

Staff were knowledgeable about people's preferred routines, likes and dislikes, backgrounds and personal circumstances and used this to good effect in providing them with personalised care and support that met their individual needs.

People received kind and compassionate care enabling them to spend their last days in their own homes.

People felt the registered manager took them seriously and if they needed to change or adapt their care they felt they only had to make a phone call.

People were confident that any complaints and concerns were taken seriously and dealt with appropriately to promote improvement.

Well-led

Good

Updated 15 March 2018

The service was well-led.

People and their relatives told us they would recommend the service to anyone requiring care and support in their own home.

The registered manager demonstrated an in-depth knowledge of the staff they employed and people who used the service.

The registered manager actively kept themselves up to date with changes in the care sector and changes in legislation to ensure their continued good practice.

There were a range of checks undertaken routinely to help ensure that the service provided was safe and appropriate to meet people�s needs.