Archived: Next Stage ‘A Way Forward’ West Lancashire Area Office

Below is a summary of what we found. The summary is based on our observation of records during a visit to the agency office, speaking with one person who used the service, some support staff and the manager. If you want to see the evidence supporting our summary please read our full report.

Is the service safe?

The person we spoke with told us he felt safe when care and support was being provided and his dignity was always respected.

Records showed people were involved in making decisions about the care and support they received and assessments had been conducted, so that people were not put at unnecessary risk. The service was monitored regularly and medicines were managed properly. This helped to protect people from harm.

The person we spoke with commented, "I feel safe with those that come and look after me. They are always on time."

Is the service effective?

There was an advocacy service available, if people wished to utilise it. This meant that those who wished to access an independent person to act on their behalf, would be supported to do so. The health and personal care needs of those who used the service had been assessed. External professionals had also been involved in delivering effective health care. Systems were in place, to allow the service provided to be assessed and monitored on a regular basis.

A broad range of training modules were provided for staff, with regular mandatory updates. This helped to ensure the staff team delivered effective care and support for those who used the service.

The person we spoke with told us his wishes were taken into account and he was able to make a wide range of choices. We asked him about the staff team. Feedback was very positive. He said staff were kind and caring and helped him to meet his needs effectively.

When speaking with staff it was clear they were fully aware of what people needed and were confident in supporting them. The service user we spoke with told us, "My life has changed since I started using Next Stage. They are fantastic."

Is the service responsive?

The agency worked well with other services to make sure people received care and support in a consistent way. The person we spoke with commented, "If it wasn't for Next Stage, I wouldn't be able to do what I do now. Four years ago I was in and out of hospital and now I am well." And, "I have always loved dogs and they (Next Stage) helped me to get this little dog. They also helped me so much to get over my mum dying."

The provider had responded well following our previous scheduled inspection, by implementing systems to improve areas of none compliance. Records showed that systems were assessed and monitored with action plans being developed to address any

shortfalls identified.

Is the service well-led?

The current manager was relatively new in post. However, records we looked at were well organised and feedback about management strategies was positive. Systems were in place to recognise any areas of good practice and to identify any areas in need of improvement.

Staff spoken with had a good understanding of their roles. They were confident in reporting any concerns and they felt well supported by the manager of the service. People were aware of the lines of accountability within the agency and felt comfortable in contacting the office at any time, should they need any advice, or to talk to someone.

People who used the service had completed annual satisfaction surveys. Where shortfalls or concerns were raised these were taken on board and dealt with appropriately.

We spoke with people about the service they received. The people we spoke with spoke highly of the staff and how they provided support. One said, 'I don't mind who comes, they are all very good.'

People generally thought the service had enough staff and they were competent in their roles. One person said, 'They are always the same people so no one has left and no one has started, so they are probably OK for staff.'

People we spoke with said they were confident if they had any issues, someone would come and talk with them.

We asked people if they would know how to complain if they wanted to and people were not always confident that they would know how to make a complaint.