Archived: Hope House

Below is a summary of what we found. The summary is based on our observations during the inspection, discussions with people who used the service, the staff who supported them and looking at records.

If you wish to see the evidence supporting our summary please read the full report.

Is the service safe?

We spoke with three people who lived at Hope House. They told us they were happy with the support that they received. One person told us, "I'm glad I came here. It has felt like home. I feel very, very safe here."

The provider had taken steps to provide support in an environment that was suitably designed and adequately maintained. We saw that the building had a buzzer entry system. One person told us, "The building is spot on. We don't answer the [door] buzzer to people. Individuals let their own visitors in and are responsible for them. They have to sign them in and out. The gate at the back of the garden gets closed and padlocked at night."

We saw that a list of emergency cut off points, such as for gas and water, were clearly displayed on the door to the basement area.

For periods when no care co-ordinator was present there was an on call system. People used the pay phone which was set to automatically call the person on call, free of charge, if anyone needed them. People told us that they were aware of the system. One person said, "There is a good staff ratio. They are always on the call line. It is a free call. It is not a problem [that staff are not always at the service]."

The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who used the service and others. We saw that a range of risk assessments that covered the house and gardens had been updated in March 2014.

Is the service effective?

One person told us, "It's good here. The staff are really good. Each person has a link worker and we have a one to one every week to see how things are going." Another person said, "I am finding it very beneficial. I set my own boundaries, within rules."

There were support plans in place for the protection from alcohol or substance misuse. In addition there were support plans for the use of people's time, for areas identified by people themselves and additional support needs identified by the link workers. We saw in one record a person had requested support to improve their cooking skills. Their link worker had also identified that they required support to improve their budgeting skills. Support plans had been put in place for these. In another person's records we saw that they had requested support to improve their computer skills. We noted that the person had been supported to enrol on a course run by a local organisation.

Is the service caring?

We observed staff members as they interacted with people who used the service. We noted that they used a caring, professional approach and encouraged people to take responsibility for themselves. One person told us, "The staff are very supportive. They're on the same level as us. They want us to succeed."

Is the service responsive?

People who used the service and staff were asked for their views about their support and they were acted on. We saw that the weekly house meeting was used by people to make any comments on how the service could be run more effectively for people. At the meeting that we attended the care if the house cat was discussed. It was agreed by the people who used the service, and the staff members that attended it, that only one person would be responsible for its care.

Is the service well led?

Following our inspection the manager provided us with a copy of a service review that had recently been completed by one of the provider's representative. This had covered all areas of the service, including involvement, empowerment and information, supporting people, safeguarding and health and safety. It had also included equality and diversity, staffing numbers and competency and how the service was managed. We saw that there had been only three issues identified as needing action in this review. The action plan showed that the target date for completion had been 01 April 2014. The actions had been signed off as having been completed on the plan.

We saw positive engagement between staff and people who use the service. We noted from the documentation we saw, that people's consent and agreement was always sought in relation to the support they needed, and the sharing of information.

People were encouraged to be independent and make their own decisions, taking responsibility for all aspects of their lives. One person told us. "It's excellent here." They told us this was an effective way of helping them regain their self confidence.

There were policies and procedures in place to protect people from the risks of abuse, and there was information accessible both to staff and people who used the service, in relation to this subject. Both of the people we spoke with told us how safe they felt in this environment.

The provider had a complaints procedure in place. People who used the service were given a leaflet, which provided a summary of this procedure and gave clear instructions about how to raise concerns.

Medication systems ensured people received their prescribed medication on time and in a way that suited their needs, and promoted independence.

We saw a robust system for identifying and addressing individual needs on equality and diversity. There was a strong emphasis on respecting each other and valuing everyone. People were living in a clean and hygienic environment where risks were well managed.

We saw that there was a well developed plan of training which staff attended to equip them with the skills needed for working with people who needed treatment for substance misuse. People living at the service were cared for by staff who felt supported by the organisation and the service manager. The manager and staff had reviewed the operation of the service in a self assessment process against essential standards of quality and safety and produced evidence of its effectiveness for each one.