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Inspection Summary


Overall summary & rating

Good

Updated 9 January 2019

The inspection took place on 29 November and 12 December 2018. The registered provider was given short notice of the visit to the office, in line with our current methodology for inspecting domiciliary care agencies. At our previous inspection in October 2016 the service was given an overall rating of good. Although we rated the key question well-led as requires improvement and we identified a breach of regulation. At this inspection the service had improved and was rated good in all key questions.

The provider had restructured the service since our last inspection and it is now divided into five regions rather than one office location covering the whole of the country. Although the location was registered as Westgate Court it was known as ‘North East Community Services’ by the provider and staff.

The service is a domiciliary care agency. This service provides care and support to people living in five ‘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 service also provides personal care to people living in their own houses and flats in the community. Most people who receive a service are in Leeds and York. The agency currently caters for people whose main needs result from an acquired brain injury. At the time of our inspection 51 people were receiving personal care from the service.

The service did not have a registered manager in post at the time of our inspection. 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 and associated Regulations about how the service is run. However, there was a new area manager in post who had submitted their application to CQC to become the registered manager.

People told us they were safe. Staff understood the importance of safeguarding vulnerable people. Risks were managed and people were able to take risks as part of an independent lifestyle.

There were enough staff to ensure that people's care and support needs were met safely and there were safe recruitment processes in place.

People continued to receive their medicines in a safe manner and received good healthcare support. The service supported people to prepare and make meals. Staff told us that meal choice was very much down to the individual.

People’s needs and choices were assessed and mental capacity assessments were undertaken. Where appropriate peoples best interests were considered and formally documented.

Staff displayed empathy and worked with people and their relatives to understand how best to support them. Potential barriers to communication were addressed through staff's understanding of people's unique communication styles which were detailed in people's care records.

Everyone we spoke with, without exception, said they were very happy about the service being provided. Staff were kind, considerate, respected people and maintained their dignity.

People received individualised, personalised, person centred care that met their needs. People were supported to live fulfilled and meaningful lives.

People were listened to and any complaints received were dealt with following the providers complaints policy and procedure.

A system was in place for checking the quality of the service using audits, satisfaction surveys and meetings. People made their views known through direct discussion with the area manager and staff or through the complaint and quality monitoring systems. People's privacy and confidentiality were maintained as records were held securely

Further information is in the detailed findings below.

Inspection areas

Safe

Good

Updated 9 January 2019

The service remains good.

Effective

Good

Updated 9 January 2019

The service remains good.

Caring

Good

Updated 9 January 2019

The service remains good.

Responsive

Good

Updated 9 January 2019

The service remains good.

Well-led

Good

Updated 9 January 2019

The service has improved to good.

Systems to evaluate how the service was performing were in place and were being consistently used to enable them to be embedded into practice.