4 June 2019
During a routine inspection
People’s experience of using this service: People received an exceptionally responsive service. Staff and management put people at the heart of everything they did and people received a truly personalised service.
Staff had a thorough understanding of people's needs and enabled them to direct their own lives with support. Staff found innovative ways of managing risks alongside people’s rights and freedom to have a good quality of life.
People were supported by consistent staff. Enough staff were available to ensure people's wellbeing, safety and security were protected. A robust recruitment and selection process was in place.
People experienced maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
Staff were provided with induction, training and supervision to ensure they could meet people’s needs. People had their medicines given to them as prescribed and hygiene procedures were followed to prevent the risk of infection.
Positive relationships had developed between people, staff and people’s relatives. People and their families were involved with care planning and staff knew people well and could explain their histories and personal preferences.
Support plans included clear guidance for staff, so they could follow a structured approach to providing person centred care. Processes were in place to support people at the end of their life.
The service was very well managed. The provider sought the views of people who used the service and monitored the quality of the service people received. Spot checks, reviews of people’s support and audits were carried out on a regular basis to ensure the service delivered high quality care.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection: The previous inspection under the provider Family Mosaic Housing was rated as Good (23 November 2016).
Why we inspected: This was a planned first inspection of the new provider Peabody South East Limited.
Follow up: We will continue to monitor the service through the information we receive, and inspect the service if risk is indicated.