Archived: Herefordshire Housing Limited

Updated 24 September 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check 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.

This inspection took place on 27July 2016 and was announced. The provider was given 48 hours' notice because the location provides a domiciliary care service and we needed to be sure that someone would be in.

The inspection team consisted of one inspector and an expert-by-experience. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service.

As part of our inspection, we looked at the information we held about the service. We also contacted representatives from the local authority and Healthwatch for their views about the service. We looked at the statutory notifications the provider had sent us. A statutory notification is information about important events which the provider is required to send to us by law.

During the inspection, we spoke with 13 people who used the service and one relative. We also spoke with 12 members of staff, including care staff, senior care staff, the care and support manager, the registered manager, the wellbeing services manager and the head of total wellbeing services

We looked at the care records of two people, and records associated with the handling of complaints and the provider's quality assurance systems.

Updated 24 September 2016

The inspection took place on 27 July 2016 and was announced. Hereford Housing Limited is registered to provide personal care to people living in their own homes.

The company operates two distinct services: an enhanced living scheme for people living in their own flats and a community-based reablement service. There were 66 people using the service at the time of our inspection.

A registered manager was in post and was present during our inspection. 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 provider had trained staff in how protect people from harm and abuse. Staff knew how to recognise the signs and symptoms of abuse, and how to report these to a manager or senior member of staff. The risks associated with individual's care and support needs had been assessed and managed. People's involvement in decisions about risks had been encouraged. The provider followed safe recruitment practices to ensure all new staff were suitable to work with people.

People received the support they needed from staff with their medicines. Staff had received medication training and their competency in this area was checked.

Staff had the necessary skills and knowledge to meet people's needs effectively. Staff received an induction to the service and participated in an ongoing programme of training. Staff attended regular one-to-one sessions with a senior member of staff or manager, as part of which any training needs were discussed.

The management team understood the requirements of the MCA. Staff sought people's permission before carrying out care tasks, listened to them and respected their decisions.

People received the support they required with their food and drinks. Any risks associated with people's eating and drinking were assessed and managed. Staff supported people to have a healthy, balanced diet.

Staff supported people in a caring manner. People felt listened to and able to express their views. Staff treated people with dignity and respect.

People's involvement in care planning was encouraged and they received personalised care and support. People knew how to raise any concerns or complaints about the service,and felt confident about doing so.

The registered manager promoted an open culture within the service. People and staff found the management team approachable. Staff felt well-supported by the registered manager and received consistent leadership and management.

The provider had developed quality assurance systems to assess the quality and safety care and supported provided, and to drive improvement.