18 April 2017
During a routine inspection
Voyage (DCA) Berkshire is a domiciliary care service providing personal care to people in their own homes. At the time of our inspection 23 of the 27 people receiving a service were living in supported living accommodation.
The service had a registered manager as required. A registered manager is a person who has registered with the CQC 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 registered manager was present and assisted us during the inspection.
People were protected from the risks of abuse. Some staff recruitment issues were identified, but were dealt with by the registered manager before the end of the inspection. People and a relative confirmed people were encouraged and supported to maintain and increase their independence.
People received effective care and support from staff who knew them well and were well trained. They told us staff had the training and skills they needed when providing their care and support. People received effective health care and support. Medicines were stored and handled correctly and safely.
People were treated with care and kindness. They were consulted about their support and could change how things were done if they wanted to. People were treated with respect and their dignity was upheld. This was confirmed by people and a relative we spoke with.
People's rights to make their own decisions were protected. 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.
Where people were potentially being deprived of their liberty, the service had made the relevant commissioning authorities aware. This was so that commissioners could make applications to the Court of Protection for the appropriate authorisations.
People's right to confidentiality was protected and they received support that was individualised to their personal preferences and needs. People's diversity needs were identified and incorporated into their care plans where applicable.
People knew how to complain and knew the process to follow if they had concerns. They confirmed they felt the staff and management would act upon any concern raised.
Staff were happy working for the service and people benefitted from staff who felt well managed and supported. People and a relative told us the service was well-led, which was confirmed by health and social care professionals.
People benefitted from a service which had an open and inclusive culture and encouraged suggestions and ideas for improvement from people who use the service, their relatives and staff.