Rowland House provides accommodation, care and support for up to three people who may have complex physical needs as well as brain injury and other neurological conditions. There were three people living in the service when we carried out an announced inspection on 11 August 2016. The provider was given 24 hours’ notice because Rowland House is a small service where people are supported to attend day care centres and other activities outside of the service and we needed to know that someone would be available. There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.
People received care and support that was personalised to them and met their individual needs and wishes. Support workers respected people’s privacy and dignity and interacted with people in a caring, compassionate and professional manner. They were knowledgeable about people’s choices, views and preferences. The atmosphere in the service was friendly and welcoming.
People were safe and support workers knew what actions to take to protect them from abuse. The provider had processes in place to identify and manage risk. Assessments had been carried out and personalised care records were in place which reflected individual needs and preferences.
Recruitment checks on staff were carried out with sufficient numbers employed who had the knowledge and skills to meet people’s needs.
Appropriate arrangements were in place to ensure people’s medicines were obtained, stored and administered safely. People were encouraged to attend appointments with other health care professionals to maintain their health and well-being. Where people required assistance with their dietary needs there were systems in place to provide this support safely.
People and or their representatives, where appropriate, were complimentary about the care and support provided. They confirmed they were actively involved in making decisions about their ongoing care and support arrangements. As a result people received care and support which was planned and delivered to meet their specific needs. Support workers listened to people and acted on what they said. They understood each person’s way of communicating their needs and anxieties and responded appropriately.
The service was meeting the requirements of the Deprivation of Liberty Safeguards (DoLS). Support workers understood the need to obtain consent when providing care. Appropriate mental capacity assessments and best interest decisions had been undertaken by relevant professionals. This ensured that the decision was taken in accordance with the Mental Capacity Act (MCA) 2005, DoLS and associated Codes of Practice.
There was a complaints procedure in place and people knew how to voice their concerns if they were unhappy with the care they received. People’s feedback was valued and acted on. There was visible leadership within the service and a clear management structure. The service had a quality assurance system with identified shortfalls addressed promptly which helped the service to continually improve.