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Overall: Good read more about inspection ratings

Well Close House, Lansdown Parade, Cheltenham, Gloucestershire, GL50 2LH (01242) 515035

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Background to this inspection

Updated 17 April 2019

The inspection: We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.’

Inspection team: Our inspection was completed by one inspector.

Service and service type: This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service to older adults and younger disabled adults, including people with learning disabilities.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection: We gave the service 1 hours’ notice of the inspection visit because it is small and the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.

Inspection site visit activity started on 11 March 2019 and ended on 18 March 2019. We visited the office location on 11 and 18 March 2019 to see the manager and speak with staff; and to review care records and policies and procedures.

What we did: Before the site visit: We reviewed information we had received about the service since the last inspection. This included previous inspection reports and details about incidents the provider must notify us about, such as abuse, serious injuries and deaths. We used information the provider sent us in their Provider Information Return as part of our Provider Information Collection. Providers are required to send us key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During the site visit: We spoke with three people who use the service. We observed staff interacting with people throughout the day, including preparing meals and other friendly discussions. We reviewed a range of records. This included seven people's care records, three staff recruitment files and staff training and supervision records. We also reviewed records relating to the management and monitoring of the service. We spoke with the registered manager, a care coordinator, the training and compliance officer, a team leader and two support workers.

Following the site visit: We sought feedback from two people’s relatives about Phoenix.

Overall inspection


Updated 17 April 2019

About the service: Phoenix is a domiciliary care agency. Phoenix is part of St. Vincent's And St. George's Association, a charity providing a range of care and support services to people with disabilities, complex needs, health conditions and older people living in Gloucestershire.

Phoenix provides personal care to people living in their own houses and flats in the community. Phoenix were providing a service to 18 people at the time of our inspection. The service supports adults living with a learning disability and autism. Some people had complex behaviour needs.

People’s experience of using this service:

The service reflected the principles and values of Registering the Right Support. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

The outcomes for people using the service reflected the principles and values of Registering the Right Support in the following ways:

• People’s independence was respected and promoted.

• People's support focused on them having opportunities to be part of their community, meet others and maintain existing relationships.

• People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

• People received a consistent level of care from a team of regular care workers. There were enough staff employed to meet people's needs.

• Staff understood how to communicate with people effectively to ascertain and respect their wishes.

• Care plans provided staff with information about people’s preferences and ways in which staff could support people emotionally and with the activities they enjoyed.

• Safe recruitment practices were followed to protect people from unsuitable staff.

• People were protected from abuse and harassment

• People received appropriate support to take their medicines safely as and when required.

• The provider arranged training for staff that met the needs of people using the service. Staff competency was assessed which helped to ensure they were safe to work with people.

• The provider had ensured there was effective oversight and governance of the service. The registered manager worked alongside the trustees and chief executive of the service to ensure that any issues were managed and priorities in relation to the quality of support were identified and acted upon promptly.

The service met the characteristics of Good in all areas. Further information is in the full report.

Rating at last inspection: We last inspected Phoenix on 6 February 2018. At the last inspection the service was rated Requires Improvement (this report was published on 13 March 2018).

The overall rating for the service has improved from Requires Improvement to Good.

Why we inspected: We inspected this service as part of our ongoing Adult Social Care inspection programme. This was a planned inspection based on the previous Requires Improvement rating. We followed up on progress against agreed action plans, to address breaches in regulation found at our previous inspection. Previous CQC ratings and the time since the last inspection were also taken into consideration.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our inspection programme. If any concerning information is received we may inspect sooner.

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