Archived: Southdown Housing Association - 39 Whitehawk Way

Southdown Housing Association - 39-41 Whitehawk Way provides accommodation and personal care for six people with a learning disability and complex needs. People were aged from 42 to 70 years and required support with personal care, mobility, health and communication needs. Accommodation was arranged across two bungalows at the location. The service was adapted to meet the needs of people living there. Each person had their own adapted bedroom. The service is one of six residential care homes run by Southdown Housing Association Limited, a not-for-profit specialist provider of care, support and housing services in Sussex.

The service had a registered manager. A registered manager is a person who has registered with the CQC 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 home is run.

We found one area of practice that required improvement. The registered manager had not informed CQC of an incident that led to police being contacted. This is part of the registered person's responsibilities. By not being informed of these incidents, CQC were potentially unable to ensure that the appropriate actions had been taken to ensure that people were safe.

People, their relatives and healthcare professionals were positive about the quality of care and support provided to people at the service. One relative told us, “The staff are good at their jobs and the care has been second to none. It’s been difficult for them [staff] as [my relative’s] needs change.” Another relative said, “Whitehawk Way is the perfect set up for [named person].” People’s keyworkers worked to identify goals and achieve greater independence. The registered manager involved people, relatives and healthcare professionals to ensure people received the support they required. One health and social care professional gave the following feedback, “There is a very pleasant atmosphere, helpful staff and extremely informative conversations with the manager.”

Staff had detailed knowledge of people’s needs and had the skills to provide support effectively. The registered manager carried out regular supervision sessions and appraisals. Staff felt well supported and understood their roles and responsibilities to ensure a quality service was given. Staff understood how to manage risks to people’s health and welfare and supported them to develop and reach their full potential. Staff had guidance on how to increase choice and control, reduce restrictive practice and improve quality of life.

The provider and registered manager actively sought people and their relative’s views and listened and acted on their ideas. People and staff celebrated achievements and milestones, including birthdays and cultural calendar events. A relative of a person said, “We are fortunate to have this lovely place for [named relative]. For their last birthday they threw a party. The whole party was geared around them. It was lovely to see.”

Staff supported people with the values of dignity and respect. Support plans contained documented assessments of people’s individual needs and the support they required. People continued to take part in activities they enjoyed and were encouraged to try new experiences based on their individual interests and abilities. There were sufficient numbers of skilled staff to meet people's needs and support activities. A relative said, “Staffing doesn’t appear to be a problem. [My relative] is able to get out and recently went up the new I360 tower in Brighton. The staff took photos from the top. Similarly, when they went away for a little break. Staff showed me photo’s they took and [my relative] is always happy and smiling.”

Staff understood how to protect people from possible harm. Risk assessments were completed to identify environmental risk as well as some risks that were specific to people's complex healthcare needs. Staff ensured people accessed healthcare services for advice, treatment and support. A health care professional provided the following feedback, ‘There is a very pleasant atmosphere, helpful staff and extremely informative conversations with the manager.’

People’s relatives and healthcare professionals said the registered manager promoted a person centred approach to care and support. They were complimentary about the registered manager who they said demonstrated strong leadership and provided a hands-on approach to the support people received. One person said, “[The registered manager] is very good. She is always there if I need to speak with her. They get the best out of staff.”

The provider and registered manager effectively used the audit systems in place to continually monitor the quality of the service and had action plans in place to further improve the support people received and management functions of the service. The registered manager monitored incidents and accidents and put plans in place to prevent recurrence. The provider used a recruitment procedure that ensured people received support from staff vetted as suitable to work with vulnerable people.

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, their relatives, the staff supporting them and from looking at records.

If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

People were treated with respect and dignity by the staff. People who used the service told us they felt safe. A relative told us 'The most important thing for us is that he is safe and well cared for and I know that he is.'

Systems were in place to make sure that managers and staff learn from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduced the risks to people and helped the service to continually improve.

The registered manager sets the staff rotas, they took people's care needs into account when making decisions about the numbers, qualifications, skills and experience required. This helped to ensure that people's needs are always met.

Policies and procedures were in place to make sure that unsafe practice was identified and people are protected.

Is the service effective?

There was an advocacy service available if people needed it, this meant that when required people could access additional support.

People's health and care needs were assessed with them, and, as far as practicable, they were involved in developing and reviewing their plans of care. Specialist dietary, mobility and equipment needs had been identified in care plans where required. People and their relatives said that they had been involved in reviewing care plans and they reflected their current needs.

People's needs were taken into account with the accessible layout of the service, enabling people to move around freely and safely.

Visitors confirmed that they were able to see people in private and that visiting times were flexible.

Is the service caring?

People were supported by kind and attentive staff. We saw that care workers showed patience and gave encouragement when supporting people. People commented, 'Everyone is so kind and helpful here.' A relative said, 'We visit regularly and really can't fault the home. We are totally happy and the care is second to none. My brother has been there many years and has everything he needs and the staff have been brilliant.' Another relative told us 'The home was recommended to us many years ago and we couldn't have found anywhere better. We have peace of mind knowing that she is safe, happy and so well cared for.'

People who used the service, their relatives, friends and other professionals involved with the service completed an annual satisfaction survey. Where shortfalls or concerns were raised these were addressed.

People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. One relative told us 'They couldn't do more for him. The last year has not been easy but the staff are wonderful and we are so grateful for all they do.'

Is the service responsive?

People had the opportunity to take part in a range of activities in and outside the service regularly. The home had its own adapted minibuses which helped to keep people involved with their local community. A care worker told us 'We know all the tenants here very well and are aware of their individual interests and how they like to spend their day.'

We were told by the manager that the service had good systems in place to monitor its own standards of service delivery and to gain feedback from people using the service, their relatives and other stakeholders. As well as satisfaction questionnaires, the manager told us they create 'informal time' when any visitors to the home can discuss any issues they may have. People and their relatives, who we spoke with, knew how to make a complaint or raise any issue or concern that they might have. They were also confident that their concerns would be listened to and acted upon.

We found that comprehensive and well maintained person centred support plans enabled care workers to meet people's assessed needs in a structured and consistent manner.

Appropriate staff training, risk assessments and safeguarding policies and procedures ensured that people using the service were safe.

In accordance with their individual care plans, people were supported to make choices about their daily lives. Despite people's very limited verbal communication, we found that care workers had developed awareness and a sound understanding of each individual's complex care and support needs. This was evident from direct observation of individuals being supported in a professional, sensitive and respectful manner.

Communication and consultation with people's family members was effective and ongoing. Relatives felt well informed and had the opportunity to partake in individual assessment, care planning and reviewing processes.

Positive comments from relatives of people using the service indicated satisfaction with the home and the services provided:

'I can't fault the home. My daughter has been there over a year and I am so grateful for all they do for her. She seems so happy there and is often singing and smiling when I see her'.

Communication and consultation with people's family members was effective and ongoing. Relatives felt well informed and had the opportunity to partake in individual assessment, care planning and reviewing processes.

Positive comments received from relatives indicated a high level of satisfaction with the home and the services provided:

'I've got absolutely no concerns or complaints whatsoever. I couldn't wish for my brother to be anywhere better. He is so happy there. The staff are all wonderful, lovely people and very caring'.

'Communication is very good. They let me know of any developments or changes and I have been regularly involved in the 6 monthly care reviews'.