Archived: Response

Updated 23 November 2017

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

Response (DCA) was formally known as A G Palmer House. When we last inspected A G Palmer house in December 2015 and we identified a number of failings. As a result the service was rated as requires improvement. There was a change in the service name and address in August 2016 and the service became Response (DCA). There had been no change to the director. However, changes were made to the leadership team. This included a new registered manager and operations manager.

This inspection took place on 10 October 2017 and was an announced inspection. We told the registered manager two days before our visit that we would be coming. We did this because the manager is sometimes out of the office supporting staff or visiting people who use the service. We needed to be sure that someone would be in. This inspection was conducted by one inspector.

Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We looked at previous inspection reports and notifications received from the provider. A notification is information about important events which the provider is required to tell us about by law. This ensured we were addressing any areas of concern.

We spoke with six people, three relatives, six care staff, one operations manager, the director of service delivery, the deputy manager and the registered manager. We looked at six people’s care records, six staff files and medicine administration records. We also looked at a range of records relating to the management of the service.

Updated 23 November 2017

We undertook an announced inspection of Response (DCA) on 10 October 2017. We told the registered manager two days before our visit that we would be coming. Response provides personal care services to people who are living with, and recovering from, mental health issues. At the time of our inspection 42 people were receiving personal care from the service.

The service had a registered manager. 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.

We found people, relatives and staff were at the heart of Response (DCA) quality assurance programme. The management team had a wide range of systems to ensure people received safe and good quality care.

Staff told us the home was highly organised and well-led. The provider and registered manager regularly completed multiple auditing systems and acted promptly to address any identified issues.

Staff spoke extremely positively about the support they received from the registered manager. Staff had access to effective supervision. There was a culture of mutual respect and shared values.

People told us they were safe. Staff understood their responsibilities to identify and report all concerns in relation to safeguarding people from abuse. Staff had completed safeguarding training. The service had robust recruitment procedures and conducted background checks to ensure staff were suitable for their role.

People received their medicines as prescribed. Records confirmed where people needed support with their medicines they were supported by staff that had been appropriately trained.

People were supported by staff who had the skills and training to carry out their roles and responsibilities. People benefitted from caring relationships with staff who had a caring approach to their work. People were supported by staff who had been trained in the MCA and applied it's principles in their work.

The service sought people's views and opinions. People and their relatives told us they were confident they would be listened to and action would be taken if they raised a concern.

People were supported to maintain good health. Various health professionals were involved in assessing, planning and evaluating people's care and treatment.