Archived: Supported Living Service

Updated 4 May 2019

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

One inspector carried out this inspection with additional support from their Inspection manager.

This service provides care and support to people living in eight ‘supported living’ setting[s], so that they can live in their own home as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

The service did not have a manager registered with the Care Quality Commission (CQC). This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided. The provider had a new manager starting in June, we were told they will apply with CQC to be registered for this location.

Notice of inspection: We gave the service 48 hours’ notice of the inspection site visit because we needed to make sure that the manager would be available.

The inspection started on 20 February 2019 and ended on 26 February 2019. The day before we visited the office we contacted staff and relatives by telephone to explore their experiences. We visited the office location on 21 February 2019.

Before the inspection we gathered and reviewed information that we received from the provider on the provider information return (PIR). This is a document that the provider sent us saying how they were meeting the regulations, identified any key achievements and any plans for improvement. We also reviewed all information received from external sources such as the local authority and reviews of the service.

During the inspection:

We spoke with the registered manager, the learning disability manager and the senior. We reviewed care records and other documents relating to the service. We also visited a supported living service to meet people and staff. We gathered information from three care plans which included all aspects of care and risk. We looked at other relevant documentation such as records of accidents, incidents and complaints.

Following the inspection:

We reviewed information we requested such as training documents. After the office inspection we visited three supported living services to talk with staff and people. Overall, we spoke with five staff, five people and two relatives.

Updated 4 May 2019

About the service:

Supported Living Service is a domiciliary care service located in Luton. The service provides care workers to assist adults over the age of 18 years old with care in supported living accommodation. The people who use the service experience learning disabilities and/or physical disabilities to varying degrees.

People’s experience of using this service:

The service applied the principles and values consistently of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

The manager monitored the quality of the service through audits and feedback received from people and relatives. Audits and checks were also in place from the providers management team to ensure best practice. However, we found that accidents and incidents were not reviewed on a regular basis. The manager confirmed that this would now be regularly audited. A safeguarding raised during the inspection was not appropriately responded to by one part of the management team.

Care plans were developed when people started using the service, risk assessments were developed for each identified risk to people`s health and wellbeing. However, we found that care plans contained conflicting information and where people’s needs had changed old guidance could still be found in the care plans. Where changes had occurred, these were not always clearly documented to show why the changes had occurred. Staff understood peoples care needs, documentation in care plans needed improving. We spoke with the manager about the issues found and they will be reviewing these issues.

People told us they felt the care and support they received was safe. Staff received training in safeguarding and they knew how to report their concerns internally and externally to safeguarding authorities.

Staff received regular training, the manager observed their practical knowledge and competencies. Staff received appropriate training to meet people’s needs.

People and relatives told us they were happy with the care provided by Supported Living Service.

People and relatives told us the manager and staff were approachable and listened to their concerns when they raised issues with them. Concerns or complaints were recorded and responded following the provider`s complaints policy.

People and relatives told us staff were kind and caring. People`s dignity and privacy were protected.

Care plans were developed when people started using the service, risk assessments were developed for each identified risk to people`s health and wellbeing.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Rating at last inspection: Good (report published 15 June 2016).

Why we inspected: This was a planned inspection to check that this service remained Good.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.