Burrow Down Community Support

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The service was managed by 3 appropriately skilled registered managers and each registered manager had robust systems and process in place to ensure the care provided by Burrow Down Community Support was inclusive and compassionate. The ethos of the service and documents supported this. The registered managers told us the provider created a caring atmosphere that ensured people were at the centre of the service. The managers systems fed into and complimented the providers quality assurance processes. The registered managers and provider were in regular contact with each other through informal catch ups and structured settings such as managers meetings. The provider had established values which included facilitating growth, enabling change and challenging divides. Through speaking to staff and leaders it was evident that staff worked hard to achieve those values. From speaking to the leadership team, it was evident they were committed in ensuring, oversight and governance was well-embedded into the service.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

One registered manager told us, “Whatever we need the provider will support us with it, whether it’s extra training or equipment”. Staff spoke positively about the culture promoted by the registered managers. Staff told us, “I have never had a problem with approaching management for anything. I know some people feel a bit nervous, but I do not have a problem and they have always been supportive, and I would not have been here 10 years if they hadn’t. I would say communication is open and good with management especially with (registered manager’s name) who is very approachable, and very helpful,” “The management of Burrow Down is 100% committed to providing excellent, high quality of care, support and development, where possible, with compassion, and promoting the dignity of people under our care. They also provide a promising career path,” “(Registered manager’s name) is the manager and then there is (staff member’s name) who is our senior. Everyone at (the service) are friends and close work colleagues and I feel supported by them,” “We do get a staff survey. I think it may be sent once or twice a year, but you can voice your opinion anytime and we are encouraged to do so. I do feel they listen to us and take action when they need to”. “Burrow Down promote the people that we support to live the best possible life they can. In the 5 and a half years I’ve worked here I’ve seen and supported service users to go on holiday, move from a residential home to their own supported living accommodation, being promoted to live as independently as they can.”

All 3 Registered managers had their own individual areas of responsibilities, such as learning disabilities, governance and medicines. The provider supported their managers through National Vocational Qualification’s (NVQ's) and additional training and encouraged them to speak up. Audits and reviews of people care records showed transparency and that managers were enabled to ask difficult questions to healthcare professionals, social services and commissioners in a transparent and appropriate way. Any untoward events or incidents were recognised as learning opportunities. Registered managers were in regular contact with each other and shared each other’s skills.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We spoke with 3 senior staff. Each had a responsibility, at a local level, to carry out delegated governance checks. This was then followed up by the associated registered manager who then used all the information collated to feed into the providers overall governance system. Staff understood their roles and responsibilities. The provider told us, “I really couldn’t wish for a better set of managers, they really compliment each other”.

Burrow Down Community Support had 3 experienced registered mangers who understood their roles and regulatory responsibilities. The leadership were able to articulate how they continuously reviewed their governance and systems to further improve the good high-quality care that people received. Robust quality assurance systems were in place. These included audits of accidents and incidents, safeguarding, personnel files, care plans, statutory responsibilities, and medication audits. Audits were clearly instrumental in driving good governance within the service. Results from audits included action taken to help to drive improvement and develop staff and systems further.

All the relatives we spoke with told us they were involved in developing peoples care plans. Relatives also told us staff would contact the doctor, relevant healthcare professional’s or emergency services if a person became unwell. Staff worked well with a range of health professionals. Staff told us they contacted people’s GP’s and specialist healthcare professional’s when needed and followed advice given.

Relatives comments included, “I’m absolutely confident that they wouldn’t hesitate in in calling the G.P if they needed to” and “They are switched on in getting things done,” "Our (family) relationship with them is good, we liaise closely with them," "(Person’s name )gets on well with (registered manager’s name), (registered manager’s name) is excellent, and manages the team very well. We chat every Sunday, we discuss everything then, we are very much involved,” “Management are very approachable. I can get hold of them anytime,” “The office is near where (person’s name) flat is, they trust and speak to managers anytime.”

Multi disciplinary meetings were in place for each person living at the service. These took place regularly. The managers were in regular communication with local authorities regarding any changes in people's needs which may lead to an increase or decrease in the staffing hours required.

Burrow Down Community Support had a good working relationship with the local authority and were not afraid to appropriately challenge the actions of professional’s where they believed decisions were detrimental to people’s wellbeing. The service worked constructively and positively with local health care professionals. We requested feedback from 15 health professionals involved with the service. We received 3 responses which were extremely positive about how the service worked in partnership with external agencies. The service arranged and took part in multi-disciplinary team meetings to discuss people’s individual health needs. We saw evidence of the partnership work the service had done with an external healthcare team in relation to stopping the over medication of people with a learning disability, autism or both. Healthcare professionals commented, “They reassured (person’s name) throughout and treated them holistically, whilst looking at other things causing underlying anxiety and supported increased participation in activities,” “Overall I have been really impressed with Burrow Down in terms of professionalism, communication, and their proactive attitude towards risk” and “They have been fully behind the plan with a successful outcome. The patient is no longer on an anti-psychotics and is doing well.”

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.