This service provides care and support to people living in supported living' settings, so that they can live in their own home as independently as possible. People's care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.
The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion.
There were nine registered managers for the service. Each registered manager was known as locality manager. They also managed between two and three other locations run by the organisation. 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.
People continued to be protected because the risks they may face of abuse were minimised. This was due to the provider having suitable systems in place to keep people safe. Staff were trained to understand what abuse was. The staff also knew how to report any concerns if they ever had them.
People were protected from unsuitable staff by recruitment procedures in place that were robust. These aimed to ensure that people who used the service were kept safe from the unsuitable staff being employed.
Staff had a good understanding of their roles and responsibilities. They knew these included seeking people’s consent before care was offered.
When people did not have capacity to consent to their care or make decisions about some aspects of their care, this had been managed in line with the requirements of the Mental Capacity Act 2005 (MCA).
People told us they were supported by caring, friendly and kind staff. People were also well supported to make choices about how they lived their lives.
People's health and wellbeing needs were promoted, and they were supported to use other health and social care services when needed. People's needs had been assessed, and care plans took account of their individual needs, preferences, and choices.
People told us they enjoyed varied and fulfilled lives. They also said they were given opportunities to pursue their hobbies and interests.
People’s views were heard because the provider had a formal process for handling complaints and receiving feedback. Staff encouraged feedback from people who used the service and their relatives. They acted on the comments received to improve the quality of the service.
The provider's quality monitoring processes had been used effectively to drive continuous improvement. For example changes in the deployment of staff to support people, as well as changes to support plans were put in place after recent quality audits.