Background to this inspection
Updated
3 September 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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
Inspection team:
Consisted of one inspector with a second inspector to complete phone calls to relatives.
Service and service type:
This service is a domiciliary care agency. It provides personal care to people living in their own houses and supported living services.
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. There were service managers and deputy service managers who oversaw the day to day running of the supported living services where most people lived.
Notice of inspection:
We gave the service 48 hours’ notice of the inspection visit because we wanted to be sure the registered manager was available to speak with us.
What we did:
Before inspection: We reviewed information we had received about the service since the last inspection. We sought feedback from the local health and social care authorities. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.
During inspection: Inspection activity started on 08 July 2019 when we visited the office premises and ended 12 July 2019 when we provided written feedback to the registered manager. Between these dates, we completed visits to meet people in their own homes and to interview staff, and we spoke with people's relatives on the telephone. We spoke with the registered manager, one service manager, one deputy service manager and four members of care staff. We reviewed seven people’s care records, and five people’s medicine records. We looked at staff files in relation to recruitment and staff supervision. We reviewed a variety of records relating to the management of the service, including policies and procedures.
We observed care and support being provided in communal areas and spoke with five people who use the service and four people’s relatives.
Updated
3 September 2019
About the service: Mencap North Suffolk and Coastal provides domiciliary care services to people living in their own homes or supported living services. At the time of the inspection, 25 people were receiving a regulated activity of ‘personal care.’
People’s experience of using this service:
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.
The registered manager had implemented specialist training and had developed an innovative project to improve people's overall quality of life. People accessing care services from Mencap Suffolk and North Coastal were encouraged and supported to maintain meaningful lives and access their local community. People had access to assistive technology to aid independence. The service had sustained a rating of good since the last inspection and continued to maintain consistent quality standards.
The service benefited from consistent leadership and stability to identify and address shortfalls and continue to drive improvement.
Staff showed empathy, kindness and compassion; they placed value on their caring roles and involvement in people’s lives. The registered manager and service managers completed quality audits including home visits to review people’s medicines management and staff performance.
People were supported to maintain good food and fluid intake, and staff were familiar with people’s preferences and any specialist dietary requirements. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive ways possible; policies and systems in the service supported this practice.
The service had good working relationships with the local GP practices and health and social care professionals. The service worked in partnership with people and their relatives and encouraged feedback on the care provided. Staff told us they enjoyed working for the service and spoke highly of the support and encouragement provided by the registered manager.
People had their care and support needs met by sufficient numbers of suitably trained staff. Staff had access to personal protective equipment and training to prevent the risk of the spread of infection. We received consistently positive feedback about the standards of care provided, and the support given to people by the staff.
Rating at last inspection: The last rating for this service was Good (last report published 29 December 2016)
Why we inspected: This was a planned inspection based on the previous rating.
Follow up: We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk