This announced inspection took place on 3, 4, 9, 10 March and 19 April 2016. This domiciliary care service provides support to adults aged between 18-65years with learning disabilities who live with their family or in their own home. At the time of our inspection there were seven people who had personal care needs.There were two registered managers 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 registered managers owned the business and as a provider they had clear vision and values that were person centred and focussed on people having the opportunity to gain their independence. All staff and managers demonstrated passion and commitment to providing a good service for people.
People had therapeutic relationships with staff. People commented on the positive impact staff had made on their lives and how they had changed for the better. People understood they could rely on staff to always be there for them and to provide guidance when needed during difficult times.
People were actively involved in decisions about their care and support needs. There were formal systems in place to assess people’s capacity for decision making under the Mental Capacity Act 2005. People were empowered to make their own decisions and to take responsibility for them. Staff provided people with information to enable them to make an informed decision and encouraged people to make their own choices.
People’s lives had improved as a result of using the service; people were enabled to become more independent by gaining everyday life skills and understanding how to care for their health and well-being.
People received safe care and support. Staff understood their role in safeguarding people and they knew how to report concerns. There were enough staff with the right skills and attitudes to meet people’s needs. The provider included people in the in-depth recruitment and selection of new staff.
Staff had a full understanding of people’s support needs and had the skills and knowledge to meet them. Training records were up to date and staff received regular supervisions and appraisals. Staff were clear about their roles and responsibilities in caring for people and received regular support from the provider.
There was a person centred and flexible approach to each person’s nutritional needs and staff promoted healthy eating. Individuals were supported to realise the knowledge and understanding they needed to attain a healthy weight, plan and prepare meals and keep their food safely stored.
Care records contained risk assessments and risk management plans to protect people from identified risks and helped to keep them safe but also enabled positive risk taking. They gave information for staff on the identified risk and informed staff on the measures required to minimise any risks. Staff were vigilant regarding people’s changing health needs and sought guidance from relevant healthcare professionals
Staff protected people’s privacy and dignity. All interactions between staff and people were caring and respectful; staff were consistently patient, kind and compassionate. Staff demonstrated affection and warmth in their contact with people, which was clearly reciprocated.
Staff were aware of the importance of managing complaints promptly and in line with the provider’s policy. Staff and people were confident that if they had any concerns they would be listened to and any concerns would be addressed.
Systems were in place to monitor the quality and safety of the support people received. People and staff were encouraged to provide feedback about the service and it was used to drive continuous improvement.