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Inspection Summary


Overall summary & rating

Outstanding

Updated 25 October 2018

Restormel House is a residential Care Home, which provides accommodation and supports the needs of people with a learning disability and associated conditions such as autism and Asperger’s. In addition to a learning disability some people may also be living with mental health needs. The service is currently registered to accommodate and support a maximum of six people. At the time of the inspection five people were living at the home.

People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

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.

People living at Restormel House had a range of complex care needs and required a high level of support with daily living inside and outside the home. Some people had previously lived in settings where they had been restricted from making everyday choices and others were experiencing change as they moved from being a child into adult services. Although people had capacity, some of their communication skills were limited. We met all five people during our visit and were able to observe interactions and talk to people about their daily routines and plans.

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 person’s’. Registered persons have legal responsibility for meeting the requirements of the Health and Social Care Act 2008 and associated regulations about how the service is run.

At the last inspection on the 20 January 2016, the service was rated as good in the domains of safe, effective, caring, responsive and well led. This meant the service was rated as good overall. At this inspection we found the service remained good in safe and effective, but had improved to outstanding in caring, responsive and well led. This means that at this inspection the service is rated as Outstanding overall.

Why the service is rated outstanding.

There was a very positive culture within the service. The management team provided strong leadership and led by example. Relatives, staff and other agencies were very positive about the leadership of the service. They described the registered manager as, “Excellent”, “Supportive, always available” and “Proactive, always thinking ahead”. We observed positive and compassionate interactions between staff and the people they supported. Staff said they loved their work and were passionate about providing high standards of care. The provider really inspired staff to provide an excellent quality service. Staff had been nominated and received awards to celebrate their contribution to care and a number of aspiring leadership opportunities were available to encourage progress and development.

There was a ‘can do’ approach to working with people. The registered manager and staff recognised that people they supported were young and despite their needs wanted to experience the same opportunities as other young people their age. Risks in relation to people’s care were assessed, understood and managed well. Staff worked very hard to manage risks, whilst not restricting people’s opportunities. For example, one person wanted to attend an event to see favourite film and TV characters. Staff supported the person to consider the risks involved in this activity and to plan the event safely. The person’s involvement, staff skills and determination resulted in the person having a wonderful experience, which we were able to see had been documented for them in photographs.

People were en

Inspection areas

Safe

Good

Updated 25 October 2018

The service remains Good

Effective

Good

Updated 25 October 2018

The service remained Good.

Caring

Outstanding

Updated 25 October 2018

The service has improved to Outstanding

The service was extremely caring.

Staff were kind and compassionate and built strong relationships based on trust with people they supported. Staff demonstrated a real empathy and understanding of the complex and diverse needs of people they supported.

People’s differences, backgrounds, personal histories and potential were understood, respected and reflected in the quality of care provided. An approach, which respected equality, dignity and human rights of people was well embedded in the service.

Staff showed a deep respect for people’s privacy and dignity. People’s privacy and dignity was at the heart of the service’s culture and values.

People were always made to feel they mattered. Staff were very skilled at helping people resolve conflicts and deal with difficult lifestyle situations and choices.

People’s daily routines, communication methods and lifestyle choices were understood by staff. This helped ensure people were always involved in decisions about their care and lifestyle.

People’s need were understood and respected as they transitioned from being a child to a young adult.

Responsive

Outstanding

Updated 25 October 2018

The service has improved to Outstanding

People received exceptionally personalised care and support. People’s care arrangements were individual and fully reflected their physical, mental, emotional and social needs.

People’s different and diverse needs were recognised and understood. Care and support was delivered in a way that met these needs and promoted equality.

People were fully involved in the planning of their care and their views and wishes were listened to and acted on. People felt empowered because staff used innovative and individual ways of involving them in their care arrangements.

People were able to lead as full a life as possible because arrangements for social activities, education and work were innovative and personalised.

Staff were always willing to go that extra mile to help ensure people met achieve their goals and fulfil their wishes.

People were supported to maintain relationships with people who mattered to them. Staff were willing to go the extra mile to ensure these relationships were maintained.

People were fully supported to understand, overcome, and deal with loss and bereavement in a way they needed and chose.

Well-led

Outstanding

Updated 25 October 2018

The service remain has improved to Outstanding

The service was exceptionally well-led.

People were placed at the heart of the service and were supported to be fully involved in decisions about their care and support.

The provider, registered manager and staff were committed to providing outstanding personalised care.

There was a strong emphasis on continually striving to improve the service and help people fulfil their goals and reach their potential.

The management team provided strong leadership, led by example and had created a positive culture within the service. People were supported by staff who were passionate about enhancing their well-being and quality of life.

There were clear visions and values for the service, which included compassion, respect and independence. The management team monitored staff performance robustly to ensure they displayed these values whilst supporting people.

The service was an important part of the community and developed good community links to help ensure people continued to receive good care as they moved between services or as their need changed. This included striving for excellence through liaison with other health and social care services, training and reflective practice.

Systems to assess and monitor the quality of the service were well developed. There were clear lines of accountability within the management team in relation to monitoring performance and quality. Auditing systems operated to help develop and drive improvement across the service.