Background to this inspection
Updated
22 January 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The inspection team consisted of one inspector and an Expert by Experience, who conducted telephone interviews with people using the service and relatives. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service provides care and support to people living in a number of ‘supported living’ settings, 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 had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
We gave the service two days’ notice of the inspection. This was to ensure the registered manager would be available to support the inspection and to allow time for people to be asked if we could complete home visits to speak to them in person or contact them via telephone to ask questions.
Inspection activity started on 16 December and ended on 6 January, which was the deadline for staff to submit questionnaires we had circulated to capture their views. We visited the office location on 18 December and carried out property visits on the 18 and 19 December.
What we did before the inspection
Prior to the inspection we reviewed information and evidence we already held about the service, which had been collected via our ongoing monitoring of care services. This included notifications sent to us by the service. Notifications are details about changes, events or incidents that the provider is legally obliged to send to us without delay. We also asked for feedback from the local authority and professionals who worked with the service.
We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with six people who used the service and four relatives about their experience of the care provided. We spoke with four members of staff including the registered manager. We also gathered the views of an additional seven staff members by way of a questionnaire.
We reviewed a range of records. This included six people’s care records and multiple medication records. We also looked at a variety of records relating to the management of the service, including policies and procedures, audits and quality monitoring information.
Updated
22 January 2020
About the service
United Response - Wigan DCA is a branch of the national charity United Response, which provides a range of support services for adults and young people with learning disabilities, autism, mental health needs or physical disabilities. This service provides care and support to people living in 'supported living' settings within the Salford and Stockport area so that they can live as independently as possible. At the time of inspection 46 people were using the service, however only 34 were in receipt of regulated activities and included in the inspection.
People’s experience of using this service and what we found
People and relatives were positive about the care provided, telling us they had no concerns regarding safety or the management of medicines. Staff had received training in safeguarding and knew how to identify and report any concerns. The service carried out a number of safety checks, to ensure people’s homes were safe and equipment fit for purpose.
Staff received sufficient training and supervision to ensure they could support people effectively and meet their needs. People received nutritional support in line with their assessed needs, this included menu planning, grocery shopping and meal preparation. People’s health needs were also met through support to access a range of healthcare professionals. 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 described as being kind, friendly and caring. We were told staff had taken time to get to know people thoroughly and knew how they wanted to be supported. Challenges were dealt with patiently and with compassion. People’s privacy and dignity was maintained and their lifestyle choices respected.
People received personalised care which met their needs and wishes. People had been involved in putting together their care files and providing information about how they wanted to be supported. People were supported to set and achieve personal goals, which were celebrated. Where a part of people’s commissioned hours, activities relevant to people and their interests had been facilitated. The complaints process had been provided in an accessible way, to ensure people knew how to complain. Where complaints had been made these had been resolved timely.
People, relatives and staff felt the service was well-run. People’s views and opinions were sought to help drive improvements. The service used a range of systems to monitor the quality and effectiveness of the care and support provided. Action plans had been generated to address any issues.
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 requires improvement (report published December 2018).
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.