22 March 2018
During a routine inspection
Choice South Coast provides care and support to people living in a 'supported living' setting, so that they can live 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 supports some people on a 24 hour basis and others who may require support with personal care needs at specific times of the day and/or night. At the time of this inspection, three out of a total of 21 people received support with their personal care needs from the agency.
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. People with learning disabilities and autism using the service can live as ordinary a life as any citizen.
The service had a registered manager 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. However the registered manager was not available during our visit.
At the last inspection, the service was rated Good. However, it was Requires Improvements in Effective. At this inspection we found the service remained Good, including Good in Effective.
Why the service is rated Good.
People now received effective care from staff who had the skills and knowledge to meet their needs. Staff meetings, one to one supervision of staff practice and appraisals of performance were now undertaken and meetings documented. Staff without formal care qualifications completed the Care Certificate (a nationally recognised training course for staff new to care). Staff said the Care Certificate training looked at and discussed the Equality and Diversity policy of the company.
People were given the choice of meals, snacks and drinks they enjoyed while maintaining a healthy diet. Staff monitored people's health and well-being and made sure they had access to other healthcare professionals according to their individual needs.
The service remained safe. When asked, people who were able to, told us the service they received was safe. People felt safe with the staff who supported them. Family members gave positive feedback about the staff, the safety of people and how staff related to their loved ones. Comments from relatives included; “Amazing service” and “Wouldn’t want my relative to use anyone else.”
People’s medicines were managed safely. People were protected from abuse because staff knew what action to take if they suspected someone was being abused, mistreated or neglected. People had their needs met by suitable numbers of staff. Staff were recruited safely and checks carried out with the disclosure and barring service (DBS) ensured they were suitable to work with vulnerable adults.
People were enabled and supported to lead fulfilling, independent and active lives. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
People’s equality and diversity was respected and people were supported in the way they wanted to be. People's human rights were protected because the registered manager and staff had an understanding of the Mental Capacity Act 2005 (MCA).
People’s risks were assessed, monitored and managed by staff to help ensure they remained safe. Risk assessments were in place to help support risk taking, and help reduce risks from occurring. Risks associated with people's care and living environment were effectively managed to ensure their freedom was promoted. People were supported by consistent staff to help meet their needs. People's independence was encouraged and staff helped people feel valued by supporting people to engage in everyday tasks, for example helping prepare meals.
People continued to receive a service that was caring. Staff demonstrated kindness and compassion for people through their conversations and interactions. If people found it difficult to communicate or express themselves, staff showed patience and understanding.
The service was responsive to people's needs and people were able to make choices about their day to day routines. People had access to a range of organised and informal activities which provided them with mental and social stimulation. People were supported to access the local community.
People could make a complaint and were confident action would be taken to address their concerns. The registered manager and provider treated complaints as an opportunity to learn and improve.
People’s communication needs were known by staff. Staff adapted their communication methods dependent upon people’s needs, for example using simple questions and easy to understand information for people with cognitive difficulties. Information about the service was available in larger print for those people with visual impairments. The service remained responsive to people's individual needs and provided personalised care and support. The provider had taken account of the Accessible Information Standard (AIS). The AIS is a requirement to help ensure people with a disability or sensory loss are given information they can understand, and the communication support they need. People received information in a format suitable for their individual needs. Throughout the inspection we saw evidence of how the provider and staff understood and promoted people's rights as equals regardless of their disabilities, backgrounds or beliefs.
The service was well led. The provider had systems in place to monitor, assess and improve the service. There was an open culture, and people, relatives and staff said they found access to the office and management team welcoming and easy. Staff were positive and happy in their jobs. There was a clear organisational structure in place.