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Human Support Group Limited - Pennyman House Good

Inspection Summary

Overall summary & rating


Updated 25 February 2020

About the service

Human Support Group – Pennyman House is a domiciliary care agency and extra care housing service which provides personal care and support to people who live in their own flats within one purpose-built building. The service supported adults some of whom were living with physical and mental health conditions, including dementia.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of inspection 20 people who lived at Pennyman House received personal care from the service.

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

People told us the service was safe. Medicines were well managed, and people were happy with the way staff gave them their medicines. Staff were aware of how to identify and report safeguarding concerns. Staff followed infection control procedures.

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 involved in their care planning. Records were regularly reviewed to ensure people’s up to date needs were reflected. Staff ensured people had access to healthcare professionals, for example contacting their GP or emergency services if they became unwell. People were supported with meals and any special dietary requirements were met. Staff received appropriate training and were offered regular meetings to support them in their role.

The service was caring. People told us the staff treated them with kindness and respect. Staff were

aware of how to protect people's privacy and dignity and people told us the staff did this well.

There were a number of activities arranged by the provider and supported by staff. This reduced the risk of people becoming socially isolated. Staff were aware of people's communication needs and how best to support them. People told us they had no concerns or complaints about the service. When complaints were received they were handled correctly.

People had a good relationship with the registered manager. They were asked for feedback on a regular basis to ensure the standard of care remained high.

We found the management team receptive to feedback and keen to improve the service. The registered manager worked with us in a positive manner and provided all the information we requested.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

This service was registered with us on 10/10/2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date the service was registered.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 25 February 2020

The service was safe.

Details are in our safe findings below.



Updated 25 February 2020

The service was effective.

Details are in our effective findings below.



Updated 25 February 2020

The service was caring.

Details are in our caring findings below.



Updated 25 February 2020

The service was responsive.

Details are in our responsive findings below.



Updated 25 February 2020

The service was well-led.

Details are in our well-led findings below.