21 January 2016
During a routine inspection
People in Action is registered to provide domiciliary and supported living services to children 0-18, younger adults and older people who may have mental ill-health, dementia, sensory Impairment, physical disability or learning disabilities or autistic spectrum disorder. The regulated activity is for persons who require personal care. At the time of inspection, there were five people who received this activity from the provider. During the inspection, we visited some people in their homes to talk to them.
There was 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.
People we spoke with felt safe and happy and felt they could approach staff for support. People looked relaxed and comfortable in the presence of staff. Relatives told us that they were confident that staff protected and kept their relative safe.
Support staff had the training and knowledge in protecting people from abuse. People had appropriate risk management plans. However, some staff did not always follow health management plans concerning people’s physical health.
People’s support needs were assessed and suitable staff numbers were arranged. People were supported by staff that were recruited following appropriate checks and had received the relevant training. We saw through people’s engagement with staff, that they were happy and got on well with the staff.
People received their medicines safely and as prescribed to them.
The provider had systems in place to review people’s support plans. Both people who used the service and their relatives were involved in writing and updating peoples’ support plans.
Staff told us that they obtained consent from people and where appropriate relatives who held the responsibility to make decisions on people’s behalf.
People were supported to buy and cook food that they enjoyed. Staff were aware of people’s dietary needs.
People’s family supported them with healthcare issues.
People and relatives felt that staff were caring and supportive and that most staff knew people well. Staff respected people’s wishes and respected their privacy and dignity.
People were asked about their support plans by staff using easy read documents and communication aids. People received the care they needed from staff to do the things that were important to them.
A complaints procedure was in place with easy read complaints forms. People were aware and knew who to go to if they had a complaint. Although some people told us that, they preferred to share any complaints with their relatives and, let the relative liaise with the provider.
Organisations registered with CQC have a legal obligation to tell us about certain events at their service. With the exception of one recent incident, the provider had made appropriate notifications to the CQC.
Communication between staff and management was not always effective leaving staff feeling with low motivation.
Audits and checks were used to ensure the safety and quality of service provided was maintained but these were not always effective.