Archived: White Horse Care Trust - 24 Windermere

White Horse Care Trust - 24 Windermere is a residential care home providing personal care to two younger adults with learning disabilities and/or autistic spectrum disorder needs at the time of the inspection.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

The service was the same size and design as other domestic properties in the residential area. It was registered for the support of up to two people. This is in keeping with current best practice guidance. There were deliberately no identifying signs, intercom, cameras, industrial bins or anything else outside to indicate it was a care home. Staff did not wear a uniform when supporting people at home or when accessing the wider community with them.

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

People felt safe and staff treated them with respect and dignity. People were comfortable and relaxed when interacting with staff and had formed positive relationships with them. Risks to people were managed through regular reviews and detailed support plans which included guidance from health professionals.

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. When restrictions were needed to maintain people’s safety, for example, when going out into the community, the least restrictive approach was taken. Arrangements made on people’s behalf were made in line with Mental Capacity Act requirements when people could not consent to decisions about their care.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence. People’s wishes and support needs were reviewed regularly, with the staff member they chose to work with. Staff were committed to helping people achieve their goals and to ensuring people’s disabilities did not prevent them from living a fulfilled and happy life. People were supported to participate in activities they enjoyed and were interested in.

People's support focused on opportunities to gain new skills and become more independent. People were empowered to contribute and be independent as far as possible, for example through use of technology. People enjoyed regular trips out and had formed friendships with others they saw regularly. People were supported to maintain relationships with others who were important to them.

The registered manager had worked openly and transparently with outside agencies in response to concerns about the service in 2018. Improvements had been made to ensure this would not happen again.

The service was caring and person-centred. People using the service and the staff supporting them, were valued and listened to. The provider and registered manager understood their responsibilities and monitored the service to ensure any improvements needed were carried out.

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

Rating at last inspection

The last rating for this service was ‘Good’ (published 12 May 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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.

At the last inspection in January 2015, the service was rated as ‘Good’. At this inspection we found the service remained ‘Good’.

A registered manager was employed by the service but was not present during our inspection. The deputy manager and area care manager were available throughout our inspection. 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.

People benefitted from a safe service where staff understood their responsibilities to safeguard people from potential harm or abuse. Staff understood the procedure they needed to follow should they suspect abuse might be taking place. Risks to people’s safety were identified and plans put in place to help reduce the risk of them occurring and to support staff to manage people’s safety.

People’s medicines were managed and administered safely. People’s health care needs were monitored. Records confirmed that where people’s health needs had changed they had access to appropriate healthcare professionals.

People were able supported to eat and drink sufficient amounts and maintain a balanced diet.

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.

Staff received appropriate training to ensure they had the necessary skills and knowledge to support people to meet their needs. Staff treated people with kindness and respected people’s privacy and dignity. People were supported in a way that allowed them to be as independent as possible.

Care plans were person centred. They contained detailed information of the person’s daily routines, preferences, likes and dislikes. Records showed care plans were reviewed regularly and any changes to care updated.

The service had systems in place to monitor the quality of care provided and these were reviewed on a regular basis. The service had a clear process for the handling of complaints.

People's health needs were correctly monitored and a healthy diet was promoted. Choice around food was encouraged.

All staff received training in adult protection.

The service had an effective recruitment policy in place and the appropriate checks were completed on new starters.

The provider had systems in place to monitor the quality of the service being delivered and to identify and manage risk.

Relatives told us that their family member felt really safe and happy because the staff knew him so well. One relative said, 'He loves it there. After visiting us his face lights up and he can't wait to go back'. Other relatives told us that they were always kept up to date with changes to medication and daily care plans. One parent said, 'They always treat him so well. I've never seen him so happy'.

Appropriate arrangements were in place in relation to obtaining, handling and storing medicine. Relatives said they had seen staff giving people medicine in an appropriate and friendly manner.

Families told us that the staff provided excellent care, which made them confident in the quality of their training. They said the staff were well trained and were like another family to the people they supported.

Relatives we spoke with confirmed they had not made a complaint but were aware how to do so and understood the process. In a visitors survey a community nurse said, 'The staff are always so welcoming and friendly. You can see the way they support people is totally based on giving them choice and preferences'.