Archived: Reach Supported Living Limited - Trowbridge

Updated 21 January 2017

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 is 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.

This inspection took place on 13 December 2016. This was an announced inspection which meant the provider had prior notice that we would be visiting. This was because the location provides a supported living service to people in their own homes, and we wanted to make sure the provider would be available to support our inspection, or someone who could act on their behalf.

The inspection team consisted of one inspector. An inspection of the office from which the service was run took place and visits were made to two of the three locations where people supported by the service lived. Phone calls were made to people’s relatives to gain their feedback and health professionals were contacted. This was the service’s first rated inspection since being registered with CQC.

Before the inspection we checked the information we held about the service and the service provider. This included statutory notifications sent to us by the provider about incidents and events that had occurred at the service. A notification is information about important events which the service is required to send us by law. We used this information to decide which areas to focus on during our inspection.

During our inspection we spoke with four people being supported by the service, two relatives, three staff members and one health and social care professional who had worked alongside the service. We spoke with the registered manager and the team manager. We reviewed records relating to people's care and other records relating to the management of the service. These included the care records for two people, three staff files and a selection of the provider's policies.

Updated 21 January 2017

Reach Supported Living Limited Trowbridge is a supported and independent living service providing extra care and domiciliary support services to people with learning disabilities and (or) additional physical or behavioural difficulties. At the time of our inspection five people were being supported by this service and three of these people were being supported under the regulated activity of personal care.

This inspection took place on 13 December 2016 and was announced which meant the provider was given short notice of the inspection. This was because the location provides a supported living service to people in their own homes. We wanted to make sure the provider 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. 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.

During our inspection we saw that an emergency hoisting procedure was being used by staff outside of an emergency situation. The person’s risk assessment stated there always needed to be two members of staff to use the hoist to move the person safely, unless in an emergency. There was no other risk assessment to show this practice had been reviewed as safe, outside of an emergency situation. The management team were proactive in addressing this concern. They provided confirmation after the inspection that the appropriate action had been taken to safely undertake this manoeuvre.

During our inspection we saw that one person’s medicine administration record (MAR) had been handwritten. The agency’s procedure of two staff members counter signing any handwritten amendments on a MAR had not been followed. We saw that all other medicine administration and storage was managed safely.

People received individualised care from staff who had the skills, knowledge and understanding needed to carry out their roles. One staff member said “We do everything, it’s all up to date, [X] (team manager) always knows when training is due and we can do things you may want to do”. All the staff were either NVQ Level two trained or in the process of completing the course.

The relationships between staff and people receiving support demonstrated dignity and respect at all times. Staff knew, understood and responded to each person’s physical, social and emotional needs in a caring and compassionate way. One relative told us “Everything is fantastic, [X] loves his keyworkers, they are really good”. We observed staff interactions with people and saw that staff were caring and attentive to the people they supported.

People were able to choose what activities they took part in and maintain hobbies and interests which staff provided support for as required. One person said “If we want to go somewhere we tell staff”. Staff knew people well and what kind of things they liked to participate in. Staff worked hard to engage people in their chosen activities.

People told us they felt confident in the management team commenting “I talk to [X] (team manager) if I have any concerns” and “It’s a good service, I get on with most staff”. Staff spoke highly of the team manager and registered manager saying “The team manager has been the best we have ever had. Anytime I have a problem you can go to her and you feel comfortable with her” and “[X] (registered manager) is always around and we are getting to know her more than any of the others we have had, she’s very approachable”.

Quality assurance systems were in place to monitor the quality of service being delivered. Monthly manager checks were completed in people’s homes of the paperwork staff completed including people’s medicine administration records and daily notes. The quality assurance team used an online spread sheet that managers updated with information including support plan reviews and one to one meetings.