Archived: Solutions in Service Ltd

The service had 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.

The service has not previously been inspected by Care Quality Commission.

People told us that they felt very safe living at the service. Staff had a good knowledge and understanding about the different types of abuse that could occur and the different signs that may indicate that abuse is taking place. Staff were aware of how to report any concerns they may have, and were familiar with the registered provider’s whistleblowing policy. Whistleblowing is a process through which staff are able to report their concerns internally or externally without fear of reprisal.

Risks to people's safety had been assessed and staff had a very good awareness of how to support people to reduce any risk of harm. However, we noted that records contained limited information as to how to manage risks identified. The registered provider confirmed that they would be implementing a new risk assessment document which would outline in detail the risks and associated control measures to be taken by staff.

Accidents and incidents that occurred were regularly reviewed to ensure that the service learnt from their experiences. The registered manager ensured that any actions required to prevent reoccurrence were shared with staff.

Safe and robust recruitment procedures were completed by the registered provider. A range of checks to ensure staff were suitable to work with people who may be seen as vulnerable were completed. The registered provider ensured that the value base of each applicant was reviewed as part of the recruitment process. This ensured that staff who were employed at the service worked within the required standards expected by the registered provider.

People were supported with their medicines as outlined in their personal medication contracts. Staff had completed the appropriate training required and this was done safely.

Staff were well supported through regular supervisions and team meetings. The registered provider ensured that a thorough induction process was undertaken and staff had regular access to appropriate training to support them to be effective in their roles. The registered provider encouraged staff to access higher level qualifications in health and social care as part of their ongoing development.

The registered manager and staff had a good understood of their responsibility to comply with the requirements of the Mental Capacity Act 2005 (MCA) and Mental Health Act 1983 (MHA). It was clearly evidenced that people made their own decisions about the support they wished to receive. Staff understood they could only support people with their consent and were respectful of the choices that people made. Staff understood the importance of ensuring that any decisions made on behalf of people when they may experience fluctuating or lack capacity must be made in their best interests.

Staff had a good knowledge of people’s individual health needs and offered advice and support where required. People were supported to access a range of health professionals and services. The registered provider worked in conjunction with the landlord to ensure that the environment within the service met the needs of the people being supported.

People living at the service spoke positively about the caring attitudes of staff. We observed that staff were kind, caring, responsive and attentive to people's needs. People's privacy, dignity and independence were promoted at all times. The registered provider ensured that people’s human rights were respected and that people were treated as valued members of the community.

Records that we looked at were comprehensive and kept up to date. Care plans contained detailed information on each person and how their support was to be delivered. Information was regularly reviewed with people living at the service. This meant that people received personalised care in line with their wishes and preferences.

A robust complaints procedure was in place and people told us that if they needed to make a compliant they knew who to speak to. The registered provider ensured that people had access to advocacy services. This ensured that people were able to access independent advice or support if required.

Staff described the management team as approachable, practical and as having good leadership skills. The service was well led and staff and managers promoted the importance of a positive value base and ethos within their work. Staff felt well supported by the registered provider and people were positive overall about living at the service.

The registered provider had effective systems in place to monitor the quality of the service provided. Regular audits were completed in all areas of the service provision and any areas of development were actioned as appropriate. The registered provider valued people’s feedback to enhance and develop the service. A review of the service user survey was being completed to ensure that the process was user friendly and relevant information was captured to help improve service delivery.