- Homecare service
North of Tyne Supported Living
Report from 21 March 2024 assessment
Contents
Ratings
Our view of the service
North of Tyne Supported Living is registered to provide personal care and support to adults with learning disabilities and autistic people. The people who received care packages lived in ‘supported living’ settings, this meant they could live in their own home as independently as possible. At the time of the inspection there were 26 people using the service who received personal care and they lived in 12 ‘supported living’ settings. Not everyone who used the service received personal care. CQC only inspects where people receive help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. We carried out an onsite and offsite assessment. Activity started on 18 April 2024 and ended on 18 June 2024, and included out of hours visits. We gathered information from people using the service, relatives, 2 directors, the registered manager, staff and from health and social care professionals involved with the service. We looked at all 34 quality statements. People were supported to have maximum possible choice, control and independence. People appeared happy with the service. Relatives felt people were safe, but some had mixed views about overall practices at the houses. The differences were not global but specific to individual houses. The provider surveys identified similar themes. People reported staff treated people with dignity and kindness. Systems were in place to oversee the service delivery at times these had not been effective. For example, risks were assessed, and action was taken to reduce risk, but the assessments and support plans were not always up to date, accurate and clear. Some gaps in medicine administration practices had not always been picked up by the provider’s own audits. The lack of stability of management had contributed to the timeliness of addressing these matters. The new registered manager was now fully aware of issues and actively ensuring improvements were made.
People's experience of this service
People we met either chose not to speak with us or had very limited verbal communication skills. We observed interactions between staff and people which were positive. An expert-by-experience contacted relatives. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. Overall, relatives found the care package met people’s needs. They found staff were competent, caring and treated people in a dignified manner. A relative said, “Staff take [person’s name] needs into consideration for their level of safety. [Person’s name] has a good balance of freedom and lives with other people.” Another said, “I have confidence in the staff, I think they are trained right. I’ve never heard anything inappropriate from them.” People were at the centre of their care and support. Information was available in a variety of formats and in a way they could understand. Communication plans were in place. We discussed how for people who used changes in their vocal noises as a means of communication using video, would better assist staff to understand how they shared their views. Relatives had mixed views about whether their views were listened to and acted upon. It was often discussed how there had been various changes of management. People discussed the differences in their experience of how team leaders valued their views. A relative said, “The management aren’t very good. They never ring to see how things are going, or to see if I have any problems” Another said, “I never see the manager, they are never there.” Another relative said, “I’m having a better relationship with the manager, better communication now. It has improved.”