Carlisle Mencap Limited

Updated 19 November 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by two inspectors and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes. Some people were supported in ‘Independent Supported Living’ schemes.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 25 September 2019 and ended on 24 October 2019. We visited the office location on 25 September 2019 and conducted some home visits on 24 October 2019.

What we did before the inspection

We checked all the information we had received about the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us with key information about the service, what they do well, and improvements they plan to make. This information helps support our inspections.

We contacted the local authority commissioning and safeguarding teams and the local Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. They ensure the voice of the consumer is heard by those who commission, deliver and regulate health and care services.

We used all of this information to plan our inspection.

During the inspection

We spoke with one person and 10 relatives of people who used the service about their experience of the care provided. We spoke with four members of staff including the registered manager. We also sent emails to an additional 10 members of staff to request their feedback. We received two responses.

We sent emails to nine visiting health and social care professionals to request their feedback of the service and received feedback from one.

We reviewed a range of records in relation to the safety and management of the service. This included a variety of care records for six people. We looked at three staff files in relation to recruitment and staff supervision. Records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate the evidence we found.

Updated 19 November 2019

About the service

Carlisle Mencap Limited provides personal care to people who live in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. This included the service providing care and support to people living in four ‘supported living’ settings so that people can live as independently as possible. At the time of this inspection, the service provided personal care to 26 people living with a learning disability. The service is registered to provide support to both adults and children.

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.

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

Systems were in place to protect people from the risk of abuse and staff understood their responsibilities in relation to safeguarding and whistle blowing procedures. Relatives confirmed they thought people were safe and well cared for. There were enough staff deployed to meet the needs of people and safe recruitment procedures were in place. Some people were involved in the recruitment process of new staff.

Staff received training appropriate to the needs of people and were well supported in their job roles. Staff received supervision and appraisals in line with the providers policy and staff told us they enjoyed their work.

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.

The service ensured 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 support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

People were treated with dignity and respect. Staff were knowledgeable in the actions to take to maintain the privacy and dignity of people and described the actions they took to uphold this especially during personal care support.

Opportunities were available for people to be involved in a wide range of meaningful activities that were appropriate to them. People were encouraged to maintain contact and relationships with people important to them.

A range of systems were in place to monitor the quality and management of the service. Relatives told us they thought the service was well led and were responsive to people’s needs. Care plans contained relevant person-centred information which provided detail to guide staff in the actions to take when delivering care and support.

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

Rating at the last inspection

The last rating for this service was Good (published 24 March 2017)

Why we inspected

This was a planned inspection based on our inspection programme.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our inspection programme. If any concerning information is received, we may inspect sooner.