Care and Support Service - Monica Wills House

Updated 22 May 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 was planned to check 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.

The inspection was announced and was undertaken by two adult social care inspectors. We gave the service 48 hours notice of the start of our inspection because we wanted key people to be available.

Prior to the inspection, we looked at the information we had received about the service since the last inspection in December 2015. This included notifications that had been submitted by the service. Notifications are information about specific important events the service is legally required to report to us. We also looked at the Provider Information Return (PIR). The PIR was information given to us by the provider. This is a form that asks the provider to give some key information about the service, tells us what the service does well and the improvements they plan to make.

During our inspection we spoke with 14 people who lived at Monica Wills House and received a service from the Care and Support team. We spoke with the deputy manager (the registered manager was on leave), eight care and support workers and other staff who worked within the extra care sheltered housing scheme. We received feedback from two health and social care professionals and their comments have been included in the main body of the report.

We looked at eight people’s care files and other records relating to their care. We looked at staff training records, key policies and procedures, completed audits and other records related to the running of the service.

Updated 22 May 2018

This inspection took place on 21 and 22 March 2018 and was announced. This service provides care and support to people living in their own homes within Monica Wills House. Their accommodation is bought or rented, and is the occupant’s own home. People's care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people's personal care and support service. A care and support service was only provided to people who lived within

In Monica Wills House there are 71 leasehold flats plus an additional 50 flats where the provider, St Monica Trust, works in partnership with Bristol City Council. People had to be over the age of 55 years and require personal care support in order to meet the criteria for a flat in Monica Wills House. There were 121 flats (no flat number 13) and at the time of our inspection care and support services were provided to 55 people.

There was a registered manager in post however they were not available when this inspection took place due to being on leave. 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.

The deputy manager and the head of community services were both available during the two day inspection.

The last inspection of the service was completed in January 2016 and we rated the service overall as Good. There were no breaches of the regulations.

People were safe. Staff completed safeguarding adults and moving and handling training to ensure they maintained people’s safety. Risk assessments were completed as part of the care planning process. Where risks were identified there were plans in place to reduce or eliminate the risk. Safe staff recruitment procedures were followed to ensure people were not looked after by unsuitable care and support workers. There were sufficient numbers of care and support workers on duty each shift to meet all care and support needs safely. Medicines were managed safely.

The service was effective. The training for all staff enabled them to carry out their jobs well. New staff completed a five day induction training programme at the start of their employment and any new-to-care staff completed the Care Certificate. There was a mandatory training programme for all staff to complete to ensure they had the necessary skills and knowledge to care for people correctly.

Before people took up residence at Monica Wills House, either as a tenant or a leaseholder, their care and support needs were assessed by the care team. This ensured the service would be effective in meeting their needs. People were provided with assistance to eat and drink well where this had been identified as a care need. The care and support staff worked with other health and social care professionals to ensure people’s health and wellbeing was maintained.

People were supported to be as independent as possible. Their mental capacity was assessed as part of the whole assessment process. People were involved in making decisions and encouraged to make their own choices about their care and support. The service was meeting the requirements of the Mental Capacity Act 2005.

The service was caring. Staff had good working relationships with the people they were looking after and ensured they provided person centred care based on their specific needs. The staff ensured people were always treated with kindness and were listened to.

The service was responsive. The staff were able to provide a flexible service. Care plans and the service delivery arrangements were reviewed on a six monthly basis, or more often if needed and any amendments made as required. People were provided with information about the service and details about how to raise any concerns they may have. There were a variety of different forums in which people could provide feedback about the service they received and other matters related to Monica Wills House.

The service remains well led. The staff team was led by a registered manager and a deputy manager. They provided good leadership and management for the staff team. Staff meetings ensured they were kept up to date with changes and developments in the service. There was a regular programme of audits in place, which ensured that the quality and safety of the service was monitored.