30 April 2019
During a routine inspection
Not everyone who uses the service receives personal care. 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.
People’s experience of using this service:
People with extremely complex needs were supported to lead the fullest and most meaningful life they wanted to lead. Although unable to communicate with us using words, we could see that people were happy, had excellent, warm, caring relationships with staff and were enjoying life. A relative said, “We’re very lucky to have got the service we have. I wish there were more services like this. They’ve given [our family member] a community – [name’s] got friends now. It matters a lot, not being isolated.”
Staff were exceptionally, kind, compassionate and caring. They provided fully personalised support to each individual that focussed solely on that person, to make sure each person lived the life they wanted to live. All staff completely understood how to support people’s privacy, dignity and independence.
People showed they felt safe with staff who were highly motivated, knowledgeable and skilled to provide each person with the support they needed. Staff were fully aware of policies and procedures to keep people as safe as possible and rigorously followed risk assessment guidelines to ensure no-one was put at risk. Staff supported people 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.
The service was exceedingly well-led by a registered manager who inspired the staff team to put the people they were supporting at the heart of everything they did. The provider’s values were put into practice by the staff and governance systems ensured the service provided was of the highest possible quality. People, their relatives and staff were always involved in improving all aspects of running the service and their voices were heard.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection: The provider of this service changed in April 2018, although the service and staff remained the same. At the last inspection of the previous provider we rated this service Good (report published on 25 August 2017).
Why we inspected: This was a planned inspection based on the provider’s registration.
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 we receive any concerning information we might inspect sooner.