24 October 2018
During a routine inspection
The service is based within the ‘Able 2’ day centre which is also run by the Percy Hedley Foundation. Everyone who used this service accessed the day service too. However, not everyone using Hedley’s Community Outreach Service received regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good. We found further developments and improvements in the responsive domain and have rated that area outstanding. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.
The service had a new registered manager in post since our last inspection.
People received extremely person-centred care, designed to meet their needs and enable them to live full and active lives People’s needs were thoroughly assessed, planned and reviewed to ensure they received exceptional support which met their healthcare needs.
Staff encouraged and promoted activities which inspired people to participate in pastimes that were meaningful and important to them. People were empowered to get involved with social activities matched to their interests and goals. Staff ensured people were given the best support to pursue education and work experience. People had achieved very positive outcomes and fulfilled ambitions. Staff made sure people maintained links with their local community and supported opportunities for social interaction with family and friends outside of the day services they attended.
Without exception, people and relatives told us all staff were caring, kind and respectful. People said staff upheld their dignity and privacy. Support workers knew people extremely well.
The registered manager shared multiple examples of people who had achieved a positive outcome following successful support from staff.
Staff understood their responsibilities with regards to safeguarding people from harm. People told us they felt safe with support from staff and relatives confirmed this.
Staff supported people to maintain their health and safety in their own home. Fully completed risk assessments of the known risks people faced were in place for staff to follow. Accidents and incidents were recorded and investigated to resolve issues and reduce the likelihood of a repeat occurrence.
Medicines were well managed and staff protected people from the risks of infection
and cross contamination.
Staff recruitment was safe. We considered there were enough staff employed to safely and effectively meet people’s needs. People told us their support workers were consistent and arrived as expected.
Staff were qualified and experienced. They received a company induction and had regular training updates. Staff attended regular supervision sessions as part of their personal development. Support workers told us they felt supported by the management team.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
People’s nutrition and hydration needs were met. The service worked well with external health and social care professionals who were involved with people’s care to ensure their ongoing welfare.
No-one we spoke with raised any complaints about the service. Our pre-inspection questionnaire corroborated this. No formal complaints had been received by the service. Minor issues had been logged, investigated and promptly resolved.
The registered manager ensured the service was properly monitored. Audits and analysis of all aspects of the service were in place. This provided information to the senior management team to help them identify and reduce any risks and continually improve quality. Action plans were drafted to ensure any issues identified were dealt with.
An annual survey was issued to people, relatives and staff to gather feedback. Customer and staff forums were set up and the registered manager held regular engagement drop in sessions.
Further information is in the detailed findings below.