13 January 2020
During a routine inspection
People’s experience of using this service and what we found
People were appropriately and effectively assessed from the outset. The care and support people received was tailored around their support needs and was regularly reviewed.
People’s level of risk was determined, and support measures were put in place to ensure people received the most appropriate level of care.
Safeguarding and whistleblowing procedures were in place. Staff received training in this area of care and understood the importance of keeping people safe. The provider submitted all necessary safeguarding incidents to the Local Authority and CQC accordingly.
People received safe medication support. Care records indicated the level of support people required and how medication support needed to be provided. Medication audits were regularly completed, and staff received the necessary training.
Staff told us they received daily support from the registered manager; one to one supervision and appraisals were scheduled and completed. Safe recruitment procedures were in place. People received support from staff who had been appropriately and safely recruited.
Staffing levels were monitored. Staff told us there were enough staff to provide the level of care people needed. A quality monitoring telephone meeting was scheduled on a weekly basis; the registered and senior managers discussed areas such as staffing levels, vacancies and recruitment.
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.
Care records contained specific detail about the people who were receiving support. Staff also told us that they were able to provide care and support to people they had developed relationships with and knew their likes, wishes and preferences.
There was an up to date complaints policy in place. People and their relatives were provided with a ‘Service User’ guide which contained information about the complaint procedure and how complaints would be responded to and managed.
People and staff were encouraged to share their views and suggestions in relation to the provision of care provided. ‘Monitoring’ visits were scheduled, quality questionnaires were circulated and regular team (patch) meetings were arranged.
Effective governance systems were in place. The registered manager maintained a good level of oversight in relation to the quality and safety of care being provided. New digital quality performance systems enabled the registered manager to review and analyse the quality of care people received as well as establishing areas of strength and improvement.
Rating at last inspection
This service was registered with us on 21 January 2019 and this is the first inspection.
Why we inspected
This was a planned inspection based on CQC’s inspection schedule.
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.