We carried out a review of the data available to us about Deafness Support Network on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Deafness Support Network, you can give feedback on this service.
Deafness Support Network (DSN) provides personal care and support for up to 24 adults who are D/deaf and may have dual sensory impairment; learning disability; physical disability or mental health problems. People live within one of four properties which are situated in Northwich close to the town centre. The main office is situated in the largest of the properties. At the time of our inspection there were 23 people using the service.
The word Deaf (with a capital D) is used to denote an individual whose first language is British Sign Language (BSL), whilst the term D/deaf is widely recognised by service professionals and refers to everyone with a hearing loss which includes Deaf, deafened and hard of hearing. D/deaf will be used throughout this report.
People’s experience of using this service and what we found
People experienced exceptional individualised care, tailored to their needs and delivered by staff who knew the needs likes and preferences of the people they supported well. Staff ensured that people were well prepared for new experiences to reduce anxiety. People experienced full and active lives with support to build and maintain relationships.
People received care that was safe. Systems were in place to ensure they were protected from abuse and avoidable harm. Medicines were managed and administered safely. Staff’s competency to do so was regularly checked. Staff supported people to maintain a clean and safe environment.
People were supported by well-trained and competent staff who knew them well. The service ensured people’s needs were assessed and regularly reviewed so that they received care that was effective. There were sufficient staff to meet people’s needs and checks were carried out to ensure that only suitable staff were employed. People were well supported to maintain their health and wellbeing.
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 treated people with kindness and respect. Warm and friendly relationships had been developed and people were at ease in staff’s company. People were treated fairly and without discrimination by staff who advocated to ensure their rights were protected.
The registered manager and staff were clear about the responsibilities of their roles. There was an open and transparent culture with emphasis on capturing learning and partnership working, in order to continuously improve the service wherever possible.
Rating at last inspection
The last rating for this service was Good (last report published 10 May 2017).
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
The previous inspection was carried out on 29 October 2015 and was rated as requires improvement. Recommendations were made that care plans and risk assessments should be reviewed on a regular basis and that the registered provider should seek advice and guidance on a suitable audit system. An action plan was received which showed that improvements would be made. At this inspection we saw that relevant improvements had been made.
Deafness Support Network (DSN) provides personal care and support to people who are D/deaf. The support is carried out in their own homes. The agency provides support for up to twenty-four adults who are D/deaf and may have dual sensory impairment; learning disability; physical disability or mental health problems. The office is situated in the suburbs of Northwich, near to all the town's amenities and within easy access to main road networks. People live within one of four houses which are situated near to the office. At the time of our inspection there were 23 people using the service.
The word Deaf (with a capital D) is used to denote an individual whose first language is British Sign Language (BSL), whilst the term D/deaf is widely recognised by service professionals and refers to everyone with a hearing loss which includes Deaf, deafened and hard of hearing. D/deaf will be used throughout this report.
There was a registered manager employed to work at the service. They had been registered with the Care Quality Commission for six years. 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.
At the previous inspection on 29 October 2015 we made two recommendations: that the registered manager ensured that care plans and risk assessment documentation should be reviewed to ensure they are kept up to date and accurate; and that the service sought advice and guidance from a reputable source about a suitable audit system for the service. We saw that improvements had been made and that care plans and risk assessments were clear and up to date and a new audit system was in place.
People told us they were happy with the service provided and that the staff were caring, kind and friendly. People said “The staff are good”, “I have no complaints” and “Staff are kind.”
Staff told us they enjoyed working at the service and providing support to people. They said they were supported by the team leaders and registered manager.
Care plans were person centred, well documented and up to date. They gave clear guidance to the staff team. Risk assessments were undertaken for a variety of tasks and these were reviewed regularly and up to date. The management of medication was safe.
Staff were aware of how to report a safeguarding concern. They were aware of the policies and procedures available to safeguard people from harm and told us they would not hesitate to report any concerns.
Staff had a good understanding of their responsibilities in relation to the Mental Capacity Act 2005 (MCA). Care records demonstrated people's involvement in decision making. Mental capacity assessments were completed and best interest meetings took place when needed.
Staff had received a range of training that included moving and handling, safeguarding, medication and health, safety and fire. All staff had either to use British Sign Language as their first language or have attained BSL level 2 within two years of employment. A range of other training was available to the staff team. Staff told us that the training was good. Staff had access to supervision sessions, annual appraisals and were invited to attend regular staff meetings.
Staff recruitment files showed that robust recruitment processes were in place. Staff attended an induction process and staff told us that they worked alongside an experienced staff member to get to know the roles requirements. They confirmed the induction process was good and that they had the information they needed to perform their role.
People had access to information about the service. Some people said that they knew the information was in their care folder and some people had read this or had the information signed to them by the staff.
A complaints policy was available and each person had this information within the care folder. Processes were in place to deal with any complaints received.
Quality assurance processes were in place to ensure that support standards were being maintained and reviews of people’s care were undertaken. Audits were undertaken in relation to the service provided and these monitored the services safety and effectiveness.
We inspected this service on 29 October 2015 and gave short notice to the provider prior to our visit.
This domiciliary care service is owned by Cheshire Deaf Society and is registered to provide personal care to adults who have a sensory impairment. The agency provides services to twenty-four adults who are D/deaf and may have dual sensory impairment; learning disability; physical disability or mental health diagnosis. The service is situated in Northwich, close to local shops. The service is provided to people living in their own accommodation, rented through a partner landlord. This arrangement is often known as ‘supported living’. At the time of our inspection there were 23 people who received a service.
The word Deaf (with a capital D) is used to denote an individual whose first language is British Sign Language (BSL), while the term D/deaf is widely recognised by care service professionals and refers to everyone with a hearing loss which includes Deaf, deaf, deafened and hard-of-hearing. D/deaf will be used throughout this report.
There was a registered manager employed to work at the service. 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 told us they were well supported by the staff team and that they were kind towards them.
Care plans were available for all of the people who used the service. These included sufficient information to enable staff to meet people’s needs. Also included were risk assessments, how the individual communicated and a health action plan. Some care plans and risk assessments were not up to date and a recommendation was made regarding these.
Recruitment systems were in place and pre-employment checks were carried out. Staff received a full induction to understand their role and to ensure they had the skills to meet people’s specific needs. However some documentation was not available or missing and the registered manager stated they would review this area.
People told us they felt safe and secure. People received care and support from a team of established care staff who knew them well. Staff were aware of safeguarding procedures and were confident they would report any concerns.
Staff had a full understanding of the specialist care and support people required. Training and support for staff was undertaken and focused on the specialist needs of people using the service.
Staff told us they were supported by the registered manager. Staff had regular staff meetings with their line manager as well as an annual appraisal.
Some audit processes were in place to monitor and manage how care and support was being delivered and took account of accidents and incidents, as well concerns and complaints. Further audits with regard to care plans, medication and service user falls would be of benefit and a recommendation was made.
A complaints policy was available to people who used the service and no complaints had been received since the last inspection. CQC had not received any complaints regarding this agency.
We spoke with four people who used the service, three staff and professionals involved in the service. People who used the service said 'I like the staff', 'I am involved in my support plan' and 'Sometimes I get bored.' All the people spoken with said they didn't have any concerns or complaints. Staff commented 'The staff team work well together', 'We have regular team meetings', 'The best part of my job is supporting the people who use the service and the friendly staff team' and 'The manager is fair, friendly and has high standards.' Other professionals commented 'The staff are very good. They are attentive and well informed about patients needs", "They provide a wonderful service" and "The staff seem to interact well with the clients."
We looked at staffing levels at the service. We saw the rota and discussed staffing issues with the manager.
We saw that Deafness Support Network had not received any formal complaints since the last inspection and the Commission had not received any complaints about the service.
We observed interactions between the people who used the service and staff during the day and found there was a relaxed and friendly atmosphere between them.
We spoke with five staff members and they confirmed that they liked working at Deafness Support Network. Many of the staff said that the shifts of twelve hours was long and at times tiring. Some people said they didn't have time for meal breaks and other people said that staff took it in turns to go and have a break and a meal.