The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Mencap - Trowbridge

Overall: Good read more about inspection ratings

Newbury House, Aintree Avenue, White Horse Business Park, Trowbridge, Wiltshire, BA14 0XB 07788 978267

Provided and run by:
Royal Mencap Society

Important: This service is now registered at a different address - see new profile
Important: This service was previously registered at a different address - see old profile

All Inspections

20 December 2016

During a routine inspection

This inspection took place on 20 and 21 December 2016 and was announced.

The service supported people who required personal care living in their own homes. This included people with learning disabilities and on the autistic spectrum. At the time of the inspection the service was supporting 21 people with personal care.

There was a manager in post who had applied to CQC to become the registered manager for this location. 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 manager and provider promoted an open culture based on values that put people at the centre of all they did. Staff were well supported by the management team and felt valued and listened to.

People received personalised care and support that enabled them to develop skills and improve their quality of life. People were supported to develop and maintain meaningful relationships. Staff knew people well and supported them in a kind and compassionate way. People's homes and belongings were respected and people were able to choose how they wanted their homes decorated.

Staff understood how to support people in line with the principles of the Mental Capacity Act 2005 and ensured that people's decisions and choices were respected.

There were sufficient staff to meet people's needs and staff received training to ensure they had the skills and knowledge to support people in a way that met their needs. Staff understood their responsibilities to identify and report safeguarding concerns.

Risks to people were identified and assessed. Where risks were identified there were plans in place to manage the risks. This included risks associated with medical conditions and the management of medicines. Staff competency was assessed before they administered medicines to people. Medicines were managed safely.

There were effective quality assurance systems to monitor and improve the service. This included analysing patterns and trends in relation to accidents and incidents. Regular auditing systems were in place and where audits identified issues action plans were developed to improve the quality of care.

30 September 2015 & 1 October 2015

During a routine inspection

This inspection took place on 30 September 2015. We visited five people who used the service and spoke with three staff on the 1 October 2015. This was an announced inspection which meant the provider knew two days before we would be visiting. This was because the location provides a domiciliary care service. We wanted to make sure a registered manager would be available to support our inspection, or someone who could act on their behalf.

There was a registered manager in post at the service at the time of 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 were positive about the care they received and praised the quality of the staff. However concerns were raised regarding the frequent changes in managers at one of the supported living services, and the impact this has on the monitoring and delivery of care.

Systems were in place to protect people from abuse and harm and staff knew how to use them. Staff understood the needs of the people they were supporting.

Staff were appropriately trained and skilled. They received a thorough induction when they started work at the service. They demonstrated a good understanding of their roles and responsibilities, as well as the values and philosophy of the service. The staff had completed training to ensure the care and support provided to people was safe and effective to meet their needs. The registered manager reviewed the effectiveness of staff training through the supervision process and if necessary followed the disciplinary processes.

The service was responsive to people’s needs and wishes. We saw that some people’s needs were set out in clear, individual plans, however two out of five support plans included information which was no longer relevant.

We saw records to show formal complaints relating to the service had been dealt with effectively. People explained they were confident that any concerns or complaints they raised would be taken seriously and be dealt with promptly.

The registered manager assessed and monitored the quality of care. The service encouraged feedback from people, their relatives and staff, which they used to make improvements.

Staff explained the importance of supporting people to make choices about their daily lives. Where necessary, staff contacted health and social care professionals for guidance and support.