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Humbercare Ltd Hull Office Good

Reports


Inspection carried out on 2 March 2020

During a routine inspection

About the service

Humbercare Ltd Hull Office provides help and support to adults with a variety of complex needs who may need an intensive care and support package to maintain their independence whilst living within the local community. Not everyone who used the service received personal care. The Care Quality Commission (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.

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

People continued to be kept safe from avoidable harm and abuse and staff appropriately managed risks. People’s medicines were stored and administered safely. There was a small consistent team of staff who knew people well.

Staff had the required skills and knowledge to meet people’s needs. Staff could ask for support when needed, had regular supervision and an annual appraisal. Support was tailored to people’s needs and people had access to appropriate healthcare services. Staff were regularly updated about people’s needs and helped people with their dietary needs.

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.

Staff were kind, caring, respectful and supported people in a non-judgemental manner. People were treated as individuals and staff had a positive regard for equality and diversity. People’s independence was promoted, and their privacy and dignity were maintained.

People were encouraged to access local groups and facilities to maintain their relationships and reduce the risk of social isolation. Staff worked with people to set and achieve their goals. Complaints processes were in place and end of life care plans were being developed.

The was a positive and supportive culture within the service. The management team encouraged honesty and openness which was embedded throughout the service. Systems were effective in ensuring the quality of the service was maintained. All opportunities to develop the service were used and the views of people who used the service, staff and stakeholders were considered. The management team worked in partnership with local organisations to help develop and improve other local organisation services.

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

Rating at last inspection

The last rating for this service was good (published 13 July 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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 carried out on 9 June 2017

During a routine inspection

Humbercare Ltd, Hull Head Office provides help and support to adults with a variety of complex needs who may need an intensive care and support package to maintain independence to people living within the local community. Services provided include assistance with personal care, help with domestic tasks and carer support to people living in their own homes in areas of the City of Hull.

At the last inspection, the service was rated Good.

At this inspection we found the service remained Good.

People who used the service were supported by staff who understood the importance of protecting them from harm. Staff had received training in how to identify abuse and report this to the appropriate authorities. Staff were recruited in a safe way and all checks were in place before they started work. The staff had received an induction and essential training at the beginning of their employment and we saw this had been followed by periodic refresher training to update their knowledge and skills. People were supported by sufficient numbers of staff.

People who used the service were supported to access health care professionals when needed and were supported to have maximum choice and control over their lives. Staff supported people in the least restrictive way possible; the policies and procedures within the service supported this practice.

Staff had a good understanding of people’s needs and were kind and caring. There was a strong emphasis on key principles of care such as compassion, inclusion, respect, dignity and enablement. The service developed and maintained strong links with external organisations and within the local community. Complaints were investigated and resolved wherever possible to the complainant’s satisfaction.

People who used the service, and those who had an interest in their welfare and wellbeing, were asked for their views about how the service was run and the care they received. Regular audits were carried out to ensure the service was safe and well run.

Further information is in the detailed findings below.

Inspection carried out on 12 and 13 February

During a routine inspection

This inspection was announced and took place on 12 and 13 February 2015.

Hull Head Office is a service set up to support people to reintegrate back into the community following long stays in hospital or prison. There are currently 12 people using the service.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were cared for by staff who understood they had a duty to protect them from harm or abuse and a duty to report any abuse they may witness or become aware of. Staff had also received training in how to recognise abuse and how to ensure this was reported effectively.

Staff had been recruited safely; this meant people who used the service were not exposed to staff who should not be working with vulnerable adults. The registered provider had undertaken assessments in areas of daily living which posed a risk to the person, members of the public and staff; they had ensured systems were in place to protect all those who were at risk of harm.

Staff understood the needs of the people who used the service and how they were to support them to integrate back into the community. People’s care needs were well documented and plans were in place which instructed staff in how best to meet these.

Staff had received training which equipped them to meet the needs of the people who used the service; staff also received supervision and support to enable them to gain further qualifications and experience. People’s human rights were protected by staff who had received training in the Mental Capacity Act 2005 (MCA). People who used the service were supported to make comments about the service and to raise concerns and complaints when they felt this was necessary.

Staff supported people to maintain a healthy lifestyle. This included eating healthily and support with any lifestyle choices which may be detrimental to their health; for example, excessive alcohol consumption or drug addiction.

The registered provider had systems in place which monitored the performance of the service and how it was meeting the needs of the people who used it. The service had been assessed and had undergone audits from external sources; the registered provider had used their suggestions to improve the service. People who used the service were also consulted about how it was run, as were health care professionals involved in their care and support. All comments were analysed and actions put in place to address any concerns or shortfalls. The registered manager was expected to undertake audits of the service to address any issues and implement new ways of working. Meetings were held to ensure all staff at all levels were kept up to date with any new ways of working.