United Response - 131 Kneller Road

Updated 14 September 2022

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 Health and Social Care Act 2008.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

One inspector undertook the inspection.

Service and service type

United Response – 131 Keller Road is a ‘care home’. People in care homes receive accommodation and nursing and/or personal care as a single package under one contractual agreement dependent on their registration with us. United Response – 131 Keller Road is a care home without nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.

We reviewed information we had received about the service. We sought feedback from the local authority and professionals who work with the service.

We used all this information to plan our inspection.

During the inspection

We spoke with one person who used the service, three relatives and four staff members including the registered manager and care staff and a health practice manager at the service.

We reviewed a range of records. This included four people’s care records and various staff records. We looked at and reviewed multiple documents submitted by the provider. These included policies and other information relevant to the running of the service

We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.

Updated 14 September 2022

We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.

About the service

United Response - 131 Kneller Road is a residential care home providing personal care to six people at the time of the inspection. The service can support up to six people.

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

Right Support: Model of Care and setting that maximises people’s choice, control and independence.

People’s needs were assessed and reviewed regularly which ensured staff provided care appropriate to their needs. Care and support plans were updated when needed to enable staff to respond in a timely manner to changes in people’s needs. The registered manager reviewed care plans and ensured staff had guidance on how to support people appropriately. People were encouraged to share their views about the service and to make a complaint when they were unhappy with any aspect of the service.

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.

Right Care: Care is person-centred and promotes people’s dignity, privacy and human rights.

People had developed positive and meaningful caring relationships with staff who provided their care. Staff had worked at the service for long periods and had established a rapport with the people they cared for. Relatives commented, “Very kind, polite and friendly” and “It’s one big family.”

Staff provided care to people respectfully and ensure they upheld their dignity and privacy. A relative commented, “They treat [person] and everyone with respect.” People were asked for their consent to the care and support provided. Where possible staff supported people to be as independent as possible and to make choices about their daily living.

People and their relatives were happy about the care and support provided. Comments included, “The staff are good and so is the care” and “Very pleased with the whole team.” People received care in a manner that protected them from the risk of avoidable harm and abuse. Staff were trained in safeguarding adults and were aware of responsibilities to identify and report abuse to keep people safe. Risks to people’s health and wellbeing were identified and managed safely.

Right Culture: The ethos, values, attitudes and behaviours of leaders and care staff ensure people using services lead confident, inclusive and empowered lives.

People were supported by enough trained and skilled staff. Relatives told us, “[Care staff] know how their jobs well” and “[Staff] are well trained and very skilled.”

Staff followed best practice and guidance in managing, administering and storing of people’s medicines as they were trained to do so safely. Infection control and prevention practices and including those associated with COVID-19 were implemented to minimise spread of disease and contamination. The registered manager reviewed incidents and ensured staff learnt from their shortcomings in care delivery.

People were supported by staff who underwent safe recruitment processes, an induction, training and supervision to make them competent in their roles. People’s needs were met through timely interventions by healthcare services when required. A relative told us, “[Person] sees the GP whenever they’re unwell” and “[Staff] makes sure [person] attend all hospital appointments.”

The provider and registered manager used quality assurance checks effectively to identify shortcomings in care delivery with improvements made when needed. The service worked in close partnership with other agencies.

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

Rating at last inspection

The last rating for this service was good (published 4 October 2018).

Why we inspected

This inspection was prompted by a review of the information we held about this service.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.