Inclusion Care

Updated 28 November 2019

The inspection

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.

Inspection team

Our inspection was completed by two inspectors.

Service and service type

Inclusion Care provides care and support to people living a variety of 'supported living' settings, so that they can live 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.

Notice of inspection

The inspection was announced. We gave the service 48 hours' notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection. The service had two managers registered with the Care Quality Commission. 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.

Inspection activity started on 2 October and ended on 10 October. We visited the office location on 2 October.

What we did before the site visit

We reviewed the information we had received about the service since the last inspection. This included previous inspection reports and details about incidents the provider must notify us about, such as abuse, serious injuries and deaths. We used information the provider sent us in their Provider Information Return as part of our Provider Information Collection. Providers are required to send us key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

During the site visit

We visited the office location of Inclusion Care on the 2nd October 2019. We spoke with the managing director, two registered managers and the training co-ordinator. On the 4th October we spoke with three relatives of people using the service via telephone. On the 8th, 9th and 10th October we visited five homes where people who were using the service lived, accompanied by the registered managers to receive feedback from people about the service. During these visits we also spoke with four home managers, two senior support workers and five support workers to gain their feedback on Inclusion Care. During our inspection we reviewed a range of records. This included 10 peoples care records, five staff recruitment files and staff training and supervision records. We also reviewed records relating to the management and monitoring of the service.

Updated 28 November 2019

Inclusion Care is registered to provide personal care. Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of our inspection support was provided to 41 people with personal care needs.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People's experience of using this service and what we found

People felt safe and were protected from abuse and avoidable harm. Staff knew when and how to report concerns. Staff followed guidance to minimise potential risks posed to people within their flat, home or in the local community. Staff worked alongside health care professionals to ensure people remained as healthy as possible.

The service checked new staff to ensure they were suitable to work in people's homes. People received the support they needed to take their medicines. The staff were trained in how to provide people's care in a safe way.

The registered manager completed a range of regular checks on the quality and safety of the service. Staff supported people to keep their homes' clean and tidy. Staff had access to personal protective equipment such as gloves and aprons and followed infection prevention and control policies to reduce the risk of infection.

People's communication needs were identified, recorded and highlighted in care plans and staff communicated with people effectively to ascertain and respect their wishes. Staff knew how to recognise when people were worried even when they may not be able to verbally express this. People were supported to eat and drink enough and staff promoted a healthy balanced diet.

There were enough staff employed to meet people's needs however, staff and relatives told us that staff were not always deployed in a way that best supported people with complex behaviours. Staff received the training, support and professional development they required to meet people's needs.

People had their needs and choices assessed before they began using the service. Care and support was delivered in line with evidence based best practice guidance and care needs were clearly identified in their care plans. The service had a clear complaints procedure. People's views were sought and acted on to improve the service they received. Incidents were used as a learning tool to improve and prevent a reoccurrence. Systems were in place to monitor the quality of the service people received; action was taken when shortfalls were identified.

The service applied the principles and values 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 outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection:

The last rating for this service was Good (published 12 July 2017).

Why we inspected:

This was a planned inspection based on the previous rating.

Follow up: We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.