Archived: Human Support Group Limited - Bolton

Updated 28 December 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

We gave the service 48 hours’ notice of the inspection. We visited the office location on 22 November 2017 to see the manager and office staff. We also reviewed care records and policies and procedures. Following the visit to the office we also contacted people who used the service and relatives by telephone.

The office was visited by one adult social care inspector from the Care Quality Commission (CQC). Telephone calls to people who used the service and their relatives were made by two adult social care inspectors.

Prior to the inspection we looked at information we had about the service in the form of notifications, safeguarding concerns and whistle blowing information. We also received a provider information return (PIR) from the provider. This form asks the provider to give us some key information about what the service does well and any improvements they plan to make.

Before our inspection we contacted Bolton local authority commissioning team and the local safeguarding team to find out their experience of the service. We contacted the local Healthwatch to see if they had any information about the service. Healthwatch England is the national consumer champion in health and care. This was to gain their views on the care delivered by the service. We did not receive any negative comments. We also contacted four health and social care professionals for their views about the service. We did not receive any negative comments from them either.

During the inspection we spoke with the manager, the area manager, three care coordinators, two support workers and an office worker. We also spoke with eighteen people who used the service and thirteen relatives to gather their views. We spent time at the office and looked at seven care files, five staff personnel files, training records, staff supervision records, service user satisfaction surveys, meeting minutes and audits.

Updated 28 December 2017

The inspection took place on 22 November 2017 and was announced. Human Support Group Limited – Bolton provides care and support to people that enables them to remain in their own homes. Care is provided to people with a mental health related illness and to people who require help with personal care and daily living tasks. The Bolton office is situated on an industrial estate in the Astley Bridge area of Bolton. At the time of the inspection there were 199 people using the mental health service and 97 people using the domiciliary care service.

There was a manager in place who was in the process of registering with the Care Quality Commission (CQC). A registered manager is a person who has registered with the CQC 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 who used the service felt safe with the people who supported them. Staff recruitment was robust and staffing levels were satisfactory.

There was a safeguarding policy and staff had undertaken training and were confident about the procedures around safeguarding issues. Accidents and incidents were logged and addressed appropriately. An appropriate medicines policy was in place and medicines were managed effectively.

The induction procedure was thorough and on-going mandatory and refresher training was undertaken by all staff. Staff supervisions and appraisals were undertaken regularly. Care plans included appropriate information around health and support needs.

The service was working within the legal requirements of the Mental Capacity Act 2005 (MCA). We saw evidence of consent being sought where appropriate.

People who used the service and their relatives the service told us staff were polite and kind.

There was a policy on equality and diversity and the service was committed to ensuring equality and diversity were respected.

There was a service user guide which included relevant information about the service. Satisfaction surveys were sent out on a twice yearly basis to gain people’s views and suggestions about the service. We saw evidence of people’s involvement in care planning and reviews.

Care files we looked at were person-centred and included information about people’s backgrounds, likes and dislikes. The service was using a new electronic system for call monitoring. This enabled the service to better monitor timings of visits and to address any issues of lateness or missed visits promptly.

The service had an appropriate compliments, suggestions and complaints policy and procedure in place. Complaints had been addressed appropriately and in a timely way. The service had received a number of compliments via telephone and e mail and these were also logged and analysed.

Staff said they were well supported within their roles and the management team were accessible and supportive. Regular staff meetings provided an additional forum to supervisions for staff to raise any issues.

The service undertook quality audits, monitoring and analysis. All audits included follow up actions where required.