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Aspirations Hertfordshire (Outreach) Good

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating


Updated 5 September 2018

This inspection took place on 9, 13 and 14 August 2018 and was announced. This was the first inspection since Aspirations Hertfordshire (Outreach) registered with the Care Quality Commission (CQC) on 25 January 2017.

At the time of our inspection the provider was registered to provide personal care from Office 8, Maylands Business Centre, Redbourn Road, Hemel Hempstead, Hertfordshire, HP2 7ES. However, the provider had moved offices to Office 6, Maylands Business Centre Redbourn. We have asked the registered manager to make an application to CQC to amend their registration accordingly as they had not done this prior to our inspection.

This service is a domiciliary care agency. It provides personal care to people living in [their own houses and flats] [and] [specialist housing]. It provides a service to [older adults], [younger disabled adults], [children].

Aspirations Hertfordshire (Outreach) provides support to people to access the community to work, follow their interests and achieve their goals. It provides a service to adults with learning and physical disabilities, sensory impairment. At the time of the inspection there were 47 people using the service out of which six people received the regulated activity, personal care.

The service had a registered manager who was also the provider. 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 felt safe, happy and supported by staff from Aspirations Hertfordshire (Outreach). Staff had received training in how to safeguard people from abuse and knew how to report concerns, both internally and externally.

Safe and effective recruitment practices were followed to help ensure that all staff were suitably qualified and experienced. Arrangements were in place to ensure there were sufficient numbers of staff available to meet people’s individual needs.

Plans and guidance had been drawn up to help staff deal with unforeseen events and emergencies.

Trained staff helped people to take their medicines safely when required. Identified and potential risks to people’s health and well-being were reviewed and managed effectively.

Staff received training and refresher updates relevant to their roles and had regular supervision meetings to discuss and review their development and performance.

People are 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.

Staff had developed positive and caring relationships with the people they cared for and knew them very well. People were involved in the planning, delivery and reviews of the care and support provided. The confidentiality of information held about their medical and personal histories was securely maintained.

Care was provided in a way that promoted people’s dignity and respected their privacy. People received personalised care when required and support that met their needs and took account of their preferences.

Staff were knowledgeable about people’s background histories, preferences and people were supported to pursue social interests and take part in meaningful activities relevant to their needs, both at their home and in the wider community.

Complaints were recorded and responded to in line with the service policy.

People, relatives and staff were complimentary about the registered manager and how Aspirations Hertfordshire (Outreach) was run and operated.

Inspection areas



Updated 5 September 2018

The service was safe.

People were kept safe by staff trained to recognise and respond effectively to the risks of abuse.

Safe and effective recruitment practices were followed to help ensure that all staff were fit, able and qualified to do their jobs.

Sufficient numbers of staff were available to meet people's individual support needs.

People were supported to take their medicines safely when required by trained staff.



Updated 5 September 2018

The service was effective.

People had their capacity assessed and best interest decisions completed to promote their choices.

People�s wishes and consent was obtained by staff before care and support was provided.

People were supported by staff that was trained to meet people�s needs effectively.

People were provided with support to eat a healthy balanced diet which met their needs.



Updated 5 September 2018

People, other professionals and a relative told us staff provided support in a kind, compassionate and caring way. One person told us, "I am happy with the care, they [staff] take me out. Staff are nice to me.�

Most people supported by Aspirations Hertfordshire (Outreach) who received a regulated activity were not able to speak with us due to their complex issues. We spoke with one person over the phone and we visited another person at their home. However, the person declined to talk to the inspector. We Found that staff from Aspirations Hertfordshire (Outreach) provided support to people that enabled them to pursue their interests and achieve their goals.

Staff confirmed they supported the same people; this gave staff and people the opportunity to develop relationships and staff the opportunity to learn people�s likes and dislikes. One relative said, �[Name] has good relationships with staff and they [staff] are kind, caring and respectful.� One staff member commented, �I treat people the way I would want to be treated.� They went on to tell us that they looked at people�s care plans and discussed what the person wanted to do and helped them fulfil their goals. They gave us examples such as: learning to cook, attending football matches, visiting museums and voluntary work.

Staff confirmed they promoted people�s independence by encouraging people to do as much as they could. One staff member told us about two people who wanted to develop friendships. Staff noted that they both shared an interest in football and suggested they met up and this worked well. We found that the two people attended regular events together. Staff also noted there were other people who expressed an interest in meeting new people and making friends. This resulted in a group forming and meeting every Tuesday. At the time of the inspection there were five members who regularly met weekly and each person selected activities they wanted to do together. Events they have attended as a group included: dinner party, picnics in the park, Badminton, cricket, golf and many other events. This demonstrated that staff listened to what people wanted and supported people with their goals to develop friendships.

People who received a service, and where appropriate their relatives, were involved in the planning and reviews of the care and support they received. One relative said, �We have regular reviews." One staff member commented, �I do the care plan reviews and we ask them [people] who they would like to attend. We also get invited to attend people�s reviews in care homes.�

Staff we spoke with knew people well and we found that care plans had good guidance for staff about the support people required. Records were stored securely and staff understood the importance of respecting confidential information. They only disclosed it to people such as health and social care professionals on a need to know basis.



Updated 5 September 2018

The service was responsive.

People received personalised support that took account of their preferences and personal circumstances.

Detailed guidance made available to staff enabled them to provide person centred care and support.

People were supported to maintain social interests and take part in meaningful activities and hobbies they chose.

People and their relatives were confident to raise concerns which were dealt with promptly.



Updated 5 September 2018

The service was well led.

Systems were in place to quality assure the services provided, manage risks and drive improvement.

People and staff were very positive about the registered manager and how the home operated.

Staff understood their roles and responsibilities and felt supported by the management team.