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Break Barriers Nottingham Ltd Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 25 April 2018

This inspection took place on 27 July and 8 September 2017 and was announced. Break Barriers [the service] is a domiciliary care agency which supports people in their own homes living in the Nottinghamshire area.

There was a registered manager in post who was out of the country on the first day 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 2008 and associated regulations about how the service is run. In this report when we speak about both the charitable body and the registered manager we refer to them as being, ‘the registered persons’.

At the last inspection in April 2015 the service was rated Good. At this inspection we found the service remained Good overall but outstanding in being a responsive service.

People received safe and effective care from staff. Staff had a good understanding of the various types of harm and their roles and responsibilities in reporting any safeguarding concerns.

Risks to people's individual needs and their home environment had been assessed. Staff had information available about how to meet people’s needs, including action required to reduce and manage known risks.

There were sufficient numbers of staff to meet people’s care needs and staff were recruited safely. Staff received regular training and supervision and were able to reflect on the care and support they delivered and identified further training requirements.

People received their medicines as prescribed. Staff were able to explain the process they followed when supporting people to safely take their medication. Records we checked confirmed this.

People’s rights were protected under the Mental Capacity Act 2005. Suitable arrangements had been made to obtain consent to care and treatment in line with legislation and guidance. People were supported to eat and drink sufficient amounts to meet their nutritional needs. External health professionals were involved in people’s care when required.

The service was outstandingly responsive and caring. People's care plans clearly reflected their individual needs and personal wishes. People and their relatives were fully involved in the development of their care plans and these were reviewed regularly. There were varied activities that respected people’s cultural diversity that suited everybody’s individual needs. Advocacy information was made available to people. The service encouraged feedback from all people involved with the service.

A complaints process was in place. People were able to make a complaint and felt confident that staff and the registered manager would respond appropriately.

People were extremely complimentary of all aspects of the service provided and spoke very positively of both staff and the management team. People received care and support from kind, caring and compassionate staff, who respected their privacy and dignity at all times.

People had full confidence in the registered manager and the way the service was run. The vision and values of the staff team were person-centred and made sure people were at the heart of the service.

Inspection areas

Safe

Good

Updated 25 April 2018

The service was safe.

Systems were in place for staff to identify and manage risks and respond to accidents and incidents. Risks to people were managed safely.

People received their medicines as prescribed.

Staff knew how to keep people safe and understood their responsibilities to protect people from the risk of harm.

There were sufficient numbers of staff to meet people�s care needs and staff were recruited safely.

Effective

Good

Updated 25 April 2018

The service was effective.

People were assisted with their care needs by staff that were trained and had suitable knowledge and skills to provide effective support.

People were assisted by staff who knew about the Mental Capacity Act 2005 and its implications for people in a care setting. Staff knew how to ensure they promoted people�s freedom and protected their rights.

People were supported to eat and drink sufficient amounts to meet their nutritional needs. External health professionals were involved in people�s care when needed.

Caring

Good

Updated 25 April 2018

The service was exceptionally caring.

Staff were patient, compassionate and kind and relationships between staff and the people they were supporting were good.

People were always involved in decisions about their care.

People were treated with respect and their dignity maintained.

Responsive

Outstanding

Updated 25 April 2018

The service was outstandingly responsive.

There was appropriate information available to staff about people�s care needs.

There were varied activities that respected people�s cultural diversity that suited everybody�s individual needs.

People were asked for feedback about the service they received.

People had access to a complaints procedure and complaints were recorded and responded to appropriately

Well-led

Outstanding

Updated 25 April 2018

The service was extremely well-led.

People, their relatives, health professionals and staff were confident in the management of the service. People were supported and encouraged to provide feedback about the service and it was used to drive continuous improvement.

There were systems in place to monitor and improve the quality of the service provided.