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Independent Lives (Disability) Good

The provider of this service changed - see old profile

Inspection Summary


Overall summary & rating

Good

Updated 14 March 2018

We carried out a comprehensive inspection of Independent Lives (Disability) on 19 and 21 December 2017.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides support to adults across the whole population. At the time of the inspection 52 people were using the service.

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.’

The service was last inspected on 16 and 18 February 2016 and was rated ‘Good’. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and on-going monitoring that demonstrated serious risks or concerns.

At the last inspection on 16 and 18 February 2016, we asked the provider to take action to make improvements as we found people did always have safe and proper support with their medicines. At this inspection we checked to see if the provider had taken actions to address these issues and found that they had and people were receiving safe support with their medicines.

The service had systems and processes in place to encourage and enable accessible and open communication with people who used and were connected to the service. However, many people we spoke with said that communication was not very good and they felt their views and experiences were not always acted on to improve the service. This is an area of practice in need of improvement.

The service had sufficient staff and people’s needs were being met but some people told us care calls did not always take place at their preferred times. The service was aware of this and had invested in resources to improve the service in this respect.

There was a complaints policy in place and people told us they knew how to raise a complaint and felt confident to do so. Some people felt like complaints were not dealt with properly and issues were not resolved. The service aimed to resolve all complaints to everyone’s satisfaction. The service was open and transparent and offered apologies when people had made complaints.

There were safe recruitment practices and systems and processes in place to keep people safe from abuse. Accidents or incidents which were responded to quickly to put actions into place to keep people safe. The registered manager reported incidents and accidents onto other relevant partner agencies for review and agree any necessary actions to keep people safe.

The organisation had an Equality and Diversity policy in place. Staff also received training to help them understand the importance of recognising and preventing discriminatory abuse against people and supported people to understand their rights. People, equipment and people’s homes had risk assessments in place to keep people safe. The service ensured that people were involved in this process and restrictions on their independence were minimised.

Staff received infection control training and used Personal Protective Equipment (PPE) when supporting people with personal care tasks. Any hazardous waste was managed correctly. Staff had received food hygiene training to safely support people with any food preparation and handling support.

Staff received Mental Capacity Act 2005 (MCA) training and understood the relevant consent and decision-making requirements of this legislation. People or a relevant person acting in their best interests had signed their support plans to say they consented to their care. People were involved in regular reviews of their support and could see their care plans whenever they wanted.

Staff had regular training and updates to be able to have the right skills

Inspection areas

Safe

Good

Updated 14 March 2018

The service has improved to good.

Effective

Good

Updated 14 March 2018

The service remains good.

Caring

Good

Updated 14 March 2018

The service remains good.

Responsive

Good

Updated 14 March 2018

The service remains good.

Well-led

Requires improvement

Updated 14 March 2018

The service has deteriorated to requires improvement.