The Willows

Updated 22 December 2018

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 is 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.

We visited the provider’s office located at The Willows on 22 November 2018. The visit was announced. We told the registered manager 48 hours before our visit we would be coming so they could make sure they would be available and arrange for us to speak with people and their staff. The inspection team consisted of one inspector.

We inspected the service because it was previously rated 'Good’, and it was time for us to return to check whether the rating continued to be 'Good'.

Before our inspection we reviewed the information, we held about the service. We looked at the information received from our 'Share Your Experience' web forms and the statutory notifications the service had sent us. A statutory notification is information about important events which the provider is required to send to us by law.

We also spoke with local authority commissioners. They did not have any information they needed to share with us. Commissioners are people who find appropriate care and support services for people and fund the care provided.

We reviewed information the provider had sent us in the Provider Information Return (PIR). This is information we require providers to send us at least once annually to give us some key information about the service, what the service does well and improvements they plan to make. During our visit we found the information contained in the PIR accurately reflected how the service operated.

During our visit we spoke with five people who used the service to gather their views on the service they received. We also spoke with the registered manager, the operations director and three support workers to find out what is was like to work at the service.

We reviewed the care records of three people to see how their care and support was planned and delivered. We looked at two staff recruitment files, records of complaints and the provider's quality monitoring systems to see how the service operated.

Following our visit, we spoke with two people’s relatives who used the service via the telephone to gather their views on the service people received.

Updated 22 December 2018

This inspection site visit took place on 22 November 2018 and was announced.

Upward Care Limited provides care and support to people living in supported living' settings, so that they can live as independently as possible. It provides personal care to adults with learning disabilities within five shared buildings, The Willows, Stoney Close, Nethercote Gardens, Chelmsley Lane and Greytree Crescent. Up to 24 people can receive a service.

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. At the time of this inspection 24 people received a service and all were in receipt of the regulated activity personal care.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen.

A requirement of the service's registration is that they have 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 a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. A registered manager was in post.

People and their relatives confirmed they received safe care. Risk management plans provided staff with the information they needed to keep people and themselves safe.

Staff had completed safeguarding adults training and knew how to protect people from the risk of abuse. Staff understood their responsibilities in relation to infection control which protected people from the risk of infection.

Action had been taken when accidents and incidents had happened to prevent any reoccurrence.

Enough staff were employed to meet people's needs in a timely way and records showed staff had been recruited safely. New staff received an induction when they started work at the service. People told us staff had the skills and knowledge they needed to meet their needs.

The provider was working within the requirements of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

Some people were supported with the preparation of meals and drinks. Staff knew how to monitor people's nutrition and hydration which supported them to remain healthy.

The service worked in partnership with other health and social care professionals to support people to maintain their well-being and health.

People told us staff were caring and staff practices during our visit demonstrated people mattered. People were involved in the planning and review of their care. Care was provided in line with people’s wishes by a consistent staff team.

Staff knew people well and understood how people preferred to communicate. The management team and staff demonstrated they understood the importance of promoting equality and human rights.

People were encouraged to maintain their interests and relationships that were important to them.

People were supported to be independent and their rights to privacy and dignity was respected.

People received information about the service in a way they could understand, and a system was in place to manage complaints about the service provided.

People and relatives told us the service was well-led. Staff enjoyed working at the service because they felt supported and valued by their managers.

People were involved in developing the service through monthly tenant’s meetings. Regular feedback was gathered from people and their families on the service they received to drive forward improvement.

Systems to monitor, assess and improve the quality and safety of the service were effective. The registered manager understood the responsibilities and the requirements of their registration.