Hagan Hall

Updated 10 February 2023

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 Act.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

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

Notice of inspection

This inspection was announced. We gave the service 24 hours’ notice of the inspection. This was because the service is small and people are often out and we wanted to be sure there would be people at home to speak with us.

What we did before the inspection

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 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 their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with 5 people who used the service and 3 relatives. We observed interactions between staff and people in communal areas. We spoke with 6 staff including the service lead, support and administration staff. We reviewed a range of records. This included 3 people's care records and medication records. We looked at 3 staff files. We reviewed a variety of records relating to the management of the service, including audits, action plans, policies and procedures, training records, meeting minutes. We contacted 4 health and social care professionals via email for their feedback.

Updated 10 February 2023

About the service

Hagan Hall is an extra care and support service for people who are tenants. The service has 24 self-contained flats. There were 18 people using the service at the time of our inspection.

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 the Care Quality Commission (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.

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

Right Support

Staff supported people to follow their interests, such as going to the local shops, film nights, meeting friends and going to events.

People were supported to access health and social care support by staff who valued and understood them well.

Staff worked positively with people to achieve their aims. They had a good understanding of what was a good and bad day for people. The mood at the service was calm and welcoming.

Staff ensured people took their medicines safely and had the right risk assessments in place.

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

There were sufficient staff to meet people’s needs safely and to ensure they felt safe.

Staff communicated with people well, understanding how they liked to be spoken with and what made them feel more at home.

Staff upheld people’s dignity. They respected and promoted people’s independence and the things that mattered to them.

Staff had recent refresher training on safeguarding and knew how to keep people safe. Where safeguarding protocols were not followed in line with local arrangements, the provider took immediate and robust action.

Right Culture

The ethos, values, attitudes and behaviours of the service were followed by staff. These were in line with the key principles of guidance such as Right Support, Right Care, Right Culture. Staff felt well supported and there was a permanent core to the team. Staff understood their roles and responsibilities.

There were regular audits of key areas of the service. The provider had already identified these needed to improve to ensure incidents could be fully reflected on and lessons truly learned.

Some areas of service oversight required improvement, such as the regularity of supervision and competence checks.

We have made a recommendation about this.

Staff felt supported, there was good morale and no reliance on agency staff.

People and those close to them had been involved in care planning. The provider had identified the need to improve the person-centred nature of some care documentation and this work was nearly complete at the time of inspection.

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 1 November 2017).

Why we inspected

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

Follow up

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