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Progress House Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 16 March 2019

About the service: Progress House is registered to provide personal care and support to people living in their own homes or in supported living accommodation. At the time of our inspection Progress House was providing support to 85 people.

People’s experience of using this service:

¿ People told us that care staff were kind and caring in their interactions with them. People told us that staff knew their needs well, and were reliable. Some people told us their calls were sometimes late, but they could rely on staff attending at each planned visit.

¿ People were not always protected against the risks associated with the unsafe management and handling of medicines. Documentation was poorly completed.

¿ Auditing processes had failed to identify issues with medicines documentation and administration which put people at risk of harm.

¿ Late visits were not being monitored by the management team to ensure that care was carried out in a timely manner.

¿ Further improvements were needed to ensure care plans and risk assessments were accurate and sufficiently detailed.

¿ There were sufficient staff to cover all visits. Recruitment procedures were in place to ensure staff were suitable for their roles.

¿ The principles of the Mental Capacity Act (2005) were adhered to.

¿ People were supported to eat and drink enough to maintain a balanced diet.

¿ People had access to healthcare professionals when required.

¿ Staff knew how to care for people and received training in their roles, and support from the registered manager.

¿ The registered manager was open and transparent and welcomed feedback from us. They demonstrated a commitment to putting systems in place which would promptly address the issues we found.

¿ We found the service had deteriorated and met the characteristics of a ‘Requires Improvement’ rating in safe, responsive and well-led. This meant the overall rating was ‘Requires Improvement.’

Rating at last inspection: At the last inspection the service was rated Good (Report published June 2016).

Why we inspected: We inspected this service in line with our inspection schedule for services currently rated as Good.

Enforcement: Action we told the provider to take is outlined at the back of the report.

Follow up: We will continue to monitor this service according to our inspection schedule in line with the rating of ‘Requires Improvement.’

Inspection areas


Requires improvement

Updated 16 March 2019

The service was not always safe.

Details are in our Safe findings below.



Updated 16 March 2019

The service was effective

Details are in our Effective findings below.



Updated 16 March 2019

The service was Caring

Details are in our Caring findings below.


Requires improvement

Updated 16 March 2019

The service was not always responsive

Details are in our Responsive findings below.


Requires improvement

Updated 16 March 2019

The service was not always well-led

Details are in our well-led findings below.