R-H-P Outreach Services - South Norwood Hill

Updated 28 September 2022

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 Health and Social Care Act 2008.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

Our inspection was completed by one inspector.

Service and service type

R-H-P Outreach Services – South Norwood Hill is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. The Care Quality Commission (CQC) regulates both the premises and the care provided, and both were looked at during this inspection.

Registered manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

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

Notice of inspection

This inspection was unannounced.

What we did before inspection

Prior to the inspection we reviewed the information we held about the service, including statutory notifications received, the previous inspection report and concerns raised with us regarding this service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all of this information to plan our inspection.

During the inspection

We spoke with two people who used the service about their experience of the care provided. We spoke with the director, the registered manager and one care worker.

We reviewed a range of records. This included three people’s care records and medicines records. We looked at staff training and supervision records. A variety of records relating to the management of the service, including policies and procedures were reviewed.

Updated 28 September 2022

About the service

R-H-P Outreach Services – South Norwood Hill is a residential care home providing accommodation and personal care. The home accommodates up to five people in one house. At the time of our inspection four people with mental health conditions were living at the home. The service also provides rehabilitation support to people living in their own homes but this is outside the scope of our inspection remit.

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

The quality and safety of the service had improved for people overall since our last inspection. However, medicines records required improvement. The provider could not always check stocks against records to confirm people received their medicines as prescribed. Other aspects of medicines management were safe and there was no evidence people had been harmed.

There were enough staff to support people. Staff did not work excessive hours which reduced the risk of them being too tired to work safely. Staff were recruited through suitable processes to check they were safe to work with people.

The provider carried out the necessary health and safety assessments and checks to keep people safe, including those relating to fire, electrical safety, water hygiene, the risk of scalding and falls from height..

A registered manager was in post who had managed the service for three years. Our inspection findings showed they understood their role and responsibility notwithstanding the issues we found around medicines.

Risks to people, including those relating to their mental health conditions, were suitably assessed and managed.

Staff received a suitable induction with ongoing training and support to care for people with mental health conditions.

People received their choice of food and were supported to maintain their health. 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.

People liked the staff who supported them and developed good relationships with them. Staff knew people well and treated them with dignity and respect. People were involved in their care. People’s care plans were based on their needs and preferences and people received personalised care. Most people managed their own daily activities and told us they had enough to do.

The provider had a suitable process to respond to any concerns or complaints.

A clear hierarchy was in place and staff felt supported by the management team. People and all staff told us the service was well-led and the provider engaged well with them.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk.

Rating at last inspection

We rated the service requires improvement at our last inspection on 6 February 2020 (published 1 April 2020).

Why we inspected

This was a planned inspection to check the provider had improved since our last inspection.

We looked at infection prevention and control measures under the safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.