Voyage (DCA) Hampshire

Updated 13 January 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

This inspection was carried out by one inspector.

Service and service type

This service provides care and support to people living in several ‘supported living’ settings, so that they can live as independently as possible. 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.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service and sought feedback from the local authority and professionals who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

During the inspection

We spoke with eight people who used the service about their experience of the care provided. We spoke with 25 members of staff including the registered manager, 14 care staff, a care coordinator, a field support supervisor, two team leader, two locality managers, a regional support manager, a senior trainer and two operational team members.

We reviewed a range of records. This included six people’s care records and multiple medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We spoke to nine relatives about their experience of the care provided. We looked at training data and quality assurance records. We looked at a sample of people’s care records and recruitment records. A variety of records relating to the management of the service including policies and procedures were reviewed. We received feedback from three professionals who regularly visit the service.

Updated 13 January 2022

About the service

Voyage (DCA) Hampshire is a registered care provider providing personal care to people as part of the support that they need to live in their own homes. The personal care is provided under separate contractual arrangements to those for the person’s housing. The accommodation is often shared, but can be a single household.

At the time of the inspection Voyage (DCA) Hampshire were supporting 94 people across Hampshire. Some people had chosen to live with other people in the same house and some people had chosen to live by themselves. People’s support needs were varied and Voyage (DCA) Hampshire had 252 care staff employed at the time of the inspection to ensure their needs were met. Some people only needed support for a few hours a day whilst others needed support 24/7, this support included waking night staff and sleep-in staff for some.

People’s experience of using this service and what we found

People told us they felt safe and knew who to talk to if they had any concerns. The registered manager understood their responsibilities to safeguard people from abuse and there were clear processes and systems in place to ensure they were alerted to any safeguarding concerns relating to any of the supported living services.

Some people and family members told us they felt additional staffing was needed in some of the supported living services. Staff told us they had sufficient staffing levels. We observed safe staffing levels throughout the inspection.

People received their medicines in line with their preferences and by staff who knew them well.

The registered manager had oversight of accidents and incidents and was able to review incidents for any of the supported living services as required. Accidents and incidents were documented and investigated with action taken to prevent a reoccurrence and lessons learnt.

The service had a robust and comprehensive assessment process in place to ensure people's needs could be met. People had confidence in the ability of staff and felt they were well trained. There was a robust and in-depth induction process for new staff. We have made a recommendation in relation to how the provider prioritises the roll out of training in daily record keeping.

The manager and staff demonstrated their knowledge and understanding regarding the principles of the MCA. People's consent had been sought for their care needs. People were generally positive about the quality of care and support people received. We saw people being supported using their preferred communication methods and staff demonstrated an awareness and understanding of people's needs. People were encouraged to express their views and opinions and supported to make choices and decisions.

The COVID-19 pandemic had placed additional pressures on the supported living services. The provider told us the priority had been ensuring people were safe during the pandemic. The provider had utilised different communication methods to support people to maintain contact with their relatives and friends.

Staff felt supported by the registered manager and provider. The provider had regular operational meetings to review best practice and share lessons learnt. Staff had access to policies and procedures which encouraged an open and transparent approach. The provider's vision and values focused on person-centeredness, being passionate about making a difference to people's lives and ensuring positive outcomes for people.

Some family members and professionals told us that communication could be improved from the provider in relation to one supported living service where there were concerns around continuity of care for people and the impact this had on them. However, the provider acknowledged this and had taken action to address the concerns.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

The service was able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture. The culture in the service was not risk adverse. People were supported to take positive risks and the provider supported and promoted people’s independence.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 06/06/2020 and this is the first inspection.

Why we inspected

This was a planned inspection based on the previous rating.

The inspection was prompted in part due to concerns received about medicines, staffing and lack of oversight by the provider. A decision was made for us to inspect and examine those risks.

We have found evidence that the provider needs to make improvements. Please see the sections of this full report.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.