Messenger House

Messenger House is a residential care home providing personal care to three people with a learning disability at the time of the inspection. The service can support up to four people.

The service has been designed taking into account best practice guidance and the principles and values underpinning Registering the Right Support (RRS) in respect of the environment. The building design fitted into the residential area as it was domestic in style in keeping with other homes in the street. There were deliberately no identifying signs, intercom, cameras, industrial bins or anything else outside to indicate it was a care home.

People’s experience of using this service and what we found

Care plans and risk assessments did not always contain enough detail to inform staff about people's needs. Some of the infection control procedures in place were not in line with current Covid-19 guidance, action has been taken by the provider to address these issues since we inspected.

Quality assurance systems had not always been effective in identifying the concerns we found at this inspection. The registered manager demonstrated a willingness to make improvements and during the inspection began reviewing their systems and processes to ensure the service consistently provided good, safe, quality care and support.

People were positive about their experiences of using the service. They told us they felt safe with staff and that if they had concerns, they could raise them with the manager.

People received their medicines when needed and staff where trained to administer people’s medicines safely. Staff had been recruited safely and there were sufficient numbers of staff on duty to meet people’s needs.

Staff were positive about the management of the service and told us the registered manager was very

supportive and approachable.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was requires improvement (published 20 December 2019).

The service remains rated requires improvement. This service has been rated requires improvement for the last two consecutive inspections.

Why we inspected

We undertook this focused inspection to check if they had made improvements since we last inspected. This report only covers our findings in relation to the Key Questions Safe and Well Led which contain those requirements.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to coronavirus and other infection outbreaks effectively.

The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has remained requires improvement. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Messenger House on our website at www.cqc.org.uk.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.

We have identified a breach in relation to good governance. Please see the action we told the provider to take at the end of this report.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Messenger House is a residential care home providing accommodation and personal care for up to four people. At the time of the inspection three people were receiving support. The home supports people with various needs including learning disabilities or autistic spectrum disorder.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives.

People’s experience of using this service and what we found

The systems in place to monitor the service were not always effective and had not always identified where improvements were needed. Recruitment processes were not always effective in ensuring staff were suitable for the roles. Medicines audits had not identified where the stock count was incorrect.

People felt safe. Staff had good knowledge of safeguarding processes. Care plans and risk assessments were up to date and reviewed regularly. Staff had good knowledge of people's care and support needs.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were treated with kindness and compassion. People felt well supported and listened too. People were treated with dignity and respect.

People’s communication needs were met. People were supported to take part in activities they enjoyed. People’s personal preferences were identified in their care plans. People were supported and encouraged to be part of the community.

People and staff had confidence in the registered manager. There was good involvement with community professionals. People were involved in decisions about their care.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 27/11/2018 and this is the first inspection.

Why we inspected

This was a planned inspection.