Archived: Lenore Outreach

Updated 14 September 2017

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of ou regulatory functions. This inspection was planned to check whether the provider was 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.

The inspection took place on 22 and 24 August 2017 and the first day of inspection was unannounced. On the first day the inspection team consisted of one Adult Social Care Inspector, one Adult Social Care inspection manager and one expert by experience. An expert by experience is a person who has relevant experience of this type of care service. On the second day the team consisted of one adult social care inspector.

The provider had also completed and returned their Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well, and improvements they plan to make.

During this inspection we spoke with two relatives of people who used the service. We spoke to the provider, manager, team leader and two support staff. We were unable to speak with or visit the people who used the service due to the distress this would cause. We reviewed three people's care records, three staff records, the staff training records, weekly staff rotas and other records about the management of the service.

Updated 14 September 2017

We inspected this service on 22 and 24 August 2017. The first day was unannounced which meant staff and the provider did not know we would be visiting. The second day of the inspection was announced.

The service was registered with the Care Quality Commission (CQC) on 1 September 2016 and had not previously been inspected.

Lenore Outreach is a service which offers care and support to people with physical, mental and learning disabilities. Support is provided to people in their own homes and within in the community. At the time of inspection the service was supporting three people, two of which were for 24 hour care.

There was a registered manager in place who had been registered with the Care Quality Commission since 2015. A registered manager is a person who has registered with the Care Quality Commission 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.

Care records identified risks to people arising from their health or the premises and surroundings. The risks provided detailed information on how to mitigate them in a way that promoted people’s independence whilst keeping people safe.

There was enough staff employed to keep people safe. We saw that there were good systems in place for the safe recruitment of staff, and the care workers we spoke with were aware of their responsibilities in protecting people from harm, and knew how to report any concerns about people's safety or wellbeing.

Relatives of people who used the service told us staff responded to their relatives needs and provided care in the way they wanted it to be provided. Having a small and dedicated staff team meant that people who used the service had the same group of staff the majority of the time, which was important to them and made them feel safe.

People received care and support from staff who had the skills and training to meet their needs. We saw from training records that new starters received a thorough induction and on-going training was provided to ensure staff were able to carry out their duties. Staff received support through supervision and yearly appraisals.

People who used the service or their relatives had agreed to the delivery of their care, and signed to consent to this. They told us that staff always offered and respected their choices and would be attentive to their needs, such as dietary requirements or medical needs.

People's independence was promoted throughout the support provided. The support staff gave to people centred on their daily living skills and enabled people to live a full and varied life.

The service had established good links with healthcare professionals and ensured that people who used the service maintained good access to healthcare.

Staff were kind and caring, and relatives of people who used the service told us they were treated with dignity and respect. From talking to staff it was obvious that care was person- centred and they recognised the individuality, culture and values of the people being supported. Staff knew how to provide personalised care and all this was documented in people’s care plans.

Relatives of people told us they were happy with the care their family members received; but knew how to complain if they were not. We saw that there were systems in place to investigate any complaints or concerns raised about the service.

Surveys and regular spot checks were used to monitor the service and identify good practice and areas for development.