Background to this inspection
Updated
4 April 2019
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked 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.
Inspection team
The inspection team consisted of one inspector.
Service and service type
Borough of Poole supported living service provides personal care and support to adults with learning disabilities living in their own homes. At the time of the inspection the service was supporting 26 people.
The service had a manager registered with the Care Quality Commission. A registered manager is 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 visit. We needed to be sure that people were informed that we would be contacting them by telephone, and we needed a manager to be available to facilitate this inspection.
Inspection site visit activity started on 6 February and ended on 8 February 2019. We visited the office location on 6 February 2019 to see the registered manager and visited and met seven people in their homes on 6 and 7 February 2019. On 8 February we spoke with three people’s relatives. During the inspection visits we reviewed two people's care records and records relating to the management of the service. We spoke with seven staff during our visits. Three further staff submitted feedback via our website. Following the inspection, the registered manager sent us information about their improvement plans, quality assurance, staff training and case examples for people who used the service. We also received email feedback from another three relatives.
What we did:
We used information the provider sent us in the Provider Information Return. (PIR) This is information we require providers to send us at least annually to give some key information about the service, what the service does well and improvements they plan to make. We looked at information we held about the service including notifications they had made to us about important events. We also reviewed all other information sent to us from other stakeholders for example the local authority and members of the public. Before and following the inspection, we sought feedback from health and social care professionals by email and telephone.
Updated
4 April 2019
People’s experience of using this service:
• People’s experiences had improved significantly and they now received outstandingly effective, caring and responsive care and support from an exceptionally well led and constantly improving service.
• People consistently told us how they were treated with exceptional kindness, compassion and respect. We received overwhelmingly positive feedback on how staff were supportive and everyone we spoke with praised the service they received. Comments from people and relatives included; “I consider myself the luckiest man ever”, “I feel better about myself. I’ve got things I can do and I’m really busy all the time. I never got out of bed before. My life has improved…This makes me feel able instead of disabled”, and, “I can’t tell you how much her life has improved over the last 12 months.”
• People and staff described how the service made them feel respected, valued and listened to. Respect for privacy and dignity was at the heart of the service's culture and values.
• People were supported to have maximum choice and control of their lives and supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
• People received exceptionally personalised care and support specific to their needs and preferences. People had had the opportunity to choose their own staff and ensure that they were compatible. Each person was respected as an individual, with their own social and cultural diversity, values and beliefs.
• Staff were highly skilled, motivated and knowledgeable. They provided flexible care and support in line with a person's needs and wishes. The staff team was now stable which meant that people had achieved positive outcomes, exceeding their own and others, previous expectations.
• The service was exceptionally well-led. The registered manager demonstrated how their open and listening management style and robust quality assurance systems had sustained continual development and improvement at the service. They had demonstrated ways of working that ultimately improved the outcomes for people they supported. They were clear about their expectations relating to how the service should be provided and led by example. Since the last inspection, they had made many positive changes and were driven to provide an outstanding service. They were supported by a staff and a senior team who were passionate and fully committed to delivering quality person-centred care to people. Staff were motivated by and proud of the service and morale was very high within the service.
Rating at last inspection: GOOD (The date last report published was 13 May 2017).
About the service: Borough of Poole supported living service provides personal care and support to adults with learning disabilities living in their own homes.
Why we inspected: This was a planned inspection based on the rating at the last comprehensive inspection. The service has improved and has now been rated Outstanding.
Follow up: Going forward we will continue to monitor this service and plan to inspect in line with our inspection schedule for those services rated as Outstanding.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk