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Inspection Summary


Overall summary & rating

Good

Updated 15 March 2019

Enablement Service provides personal care to people in their own home. The service offered support to people that had left hospital or were recovering from a recent illness or injury. The service provides short term, intensive support to help people with everyday tasks that includes personal care. At the time of our inspection, there were 111 people who received personal care from the service. Due to the nature of the support the number of people receiving a service varied from week to week.

This was the first inspection of the service which was registered in March 2017.

The service had 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.

The service helped people to stay safe. Staff knew about abuse and how to report it and other incidents or accidents which took place. Risks to people were assessed and updated and there were systems in place to ensure there was enough staff to meet people's needs.

People they currently supported needed minimal help with their medicines, the registered manager had ensured that appropriate systems were in place if the service was to administer medicines on people's behalf.

Staff told us that they received the support and development opportunities they needed to be able to meet people's needs. However we found that staff had not been recently trained in key areas of mandatory training.

People’s needs were assessed and care plans were developed to identify what care and support people required. People said they were involved in their care planning and were happy to express their views or raise concerns. When people’s needs changed, this was quickly identified and prompt appropriate action was taken to ensure people’s well-being was protected.

People experienced positive outcomes because of the service they received and gave us good feedback about their care and support.

People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible. People’s views on the service were regularly sought and acted on.

Staff were motivated and proud to work for the service; as a result, staff turnover was kept to a minimum ensuring that continuity of care was in place for most people who used the service.

Staff were respectful of people’s privacy and maintained their dignity.

The service followed safe recruitment practices and carried out appropriate checks before staff started supporting people.

The registered manager demonstrated leadership and a good understanding of the importance of effective quality assurance systems. There were processes in place to monitor quality and understand the experiences of people who used the service. We saw that regular visits and phone calls had been made to people using the service and their relatives to obtain feedback about the staff and the care provided.

The service worked in co-operation with other organisations such as healthcare services to deliver effective care and support.

The service listened and responded to people’s concerns and complaints, and used this to improve the quality of care. The service learnt lessons and made improvements when things went wrong.

We made three recommendations with regard to staff training on medicines management, manual handling and equality and diversity.

Inspection areas

Safe

Good

Updated 15 March 2019

The service was safe.

People were protected from harm. Risks to the health, safety or well-being of people who used the service were understood and addressed in their care plans.

Staff had the knowledge, skills and time to care for people in a safe manner.

There were safe recruitment procedures to help ensure that people received their support from staff of suitable character.

Effective

Requires improvement

Updated 15 March 2019

The service was not consistently effective.

People experienced positive outcomes because of the service they received and gave us positive feedback about their care and support.

Staff received supervision and told us they were supported.

Many staff were not up to date in key areas of mandatory training.

Staff were aware of the requirements of the Mental Capacity Act 2005.

People were supported with their health and dietary needs

Caring

Good

Updated 15 March 2019

The service was caring.

Staff were committed to a person-centred culture.

People who used the service valued the relationships they had with staff and were very satisfied with the care they received.

People felt staff always treated them with kindness and respect.

Responsive

Good

Updated 15 March 2019

The service was responsive.

Care plans were in place outlining people�s care and support needs. Staff were knowledgeable about people�s support needs.

The service responded quickly to people�s changing needs and appropriate action was taken to ensure people�s wellbeing was protected.

People were involved in their care planning and decision making.

Staff were approachable and there were regular opportunities to feedback about the service received .

Well-led

Good

Updated 15 March 2019

The service was well-led.

The Registered manager had not identified the shortfall in relation to staff training

The service promoted strong values and a person-centred culture. Staff were supported to understand the values of the organisation.

There were processes in place to monitor quality and understand the experiences of people who used the service