Support & Connections Office

Updated 2 October 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector.

Service and service type

Support & Connections Office is a domiciliary care agency. It provides personal care to people living in their own homes. At the time of the inspection the agency was providing personal care to one person. 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 48 hours’ notice of the inspection visit because the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.

What we did before inspection

We reviewed information we had received about the service. We used this information to plan our inspection.

During the inspection

During the inspection we spoke with one person and one relative, one care staff and the registered manager. We reviewed records related to the care of one person. We looked at records of accidents and incidents, audits and quality assurance reports and three staff files.

After the inspection

We continued to seek clarification from the provider to validate evidence found.

Updated 2 October 2019

About the service

Support & Connections Office is registered as a domiciliary care agency providing the regulated activity ‘personal care’ to people who live in their own homes in the Melton Mowbray area. The service is registered to provide care and support to people with learning disabilities and/or autism, mental health and physical disabilities, older people and younger adults. Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of the inspection visit there was one person using the service.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. The person using this service received planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People’s experience of using this service and what we found

Systems were in place to protect people from abuse. Staff received training and were aware of whistleblowing processes. Risks were assessed, and guidance was provided to staff to ensure that risks associated with care and support were minimised. There were suitable numbers of staff, who were recruited safely and in line with current legislation. There were systems and processes in place to report accidents and incidents.

Initial assessments were undertaken which reflected choices and needs. Staff were offered regular training, staff told us they had enough training to meet people's needs effectively. Consent to care was sought and recorded. The person receiving support was 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 kind and compassionate and understood the needs of the person they were supporting well. Staff were knowledgeable in relation to promoting independence. The person who was receiving support was involved in planning their own care and was able to express their views and was listened to.

Care planning was person centred and reflected the needs of the person being supported. The provider had a complaints procedure which was issued in an easy read format. The person being supported knew who to complain to if they were unhappy.

The provider had a clear vision. Staff told us they felt supported in their role and told us morale in the team was good. The provider had close links within the community and worked in partnership with other agencies and health and social care professionals. Systems were in place to provide scrutiny of the support being provided and to ensure it was safe and of good quality.

Rating at last inspection

At the last inspection the service was rated Good and was published on 9 February 2017.

Why we inspected

This was a planned inspection based on the previous rating.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk