Archived: Willowbank Care Limited

Updated 14 January 2016

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.

This inspection took place on 7 December 2015 and was unannounced. The inspection was carried out by one inspector.

Before the inspection, the provider completed a 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.

The provider also supplied information relating to the people using the service and staff employed at the service. Prior to the inspection we reviewed this information, and we looked at previous inspection reports and the notifications received by the Care Quality Commission. A notification is information about important events, which the provider is required to tell us about by law.

We visited two houses to speak with people in order to gain their views of the service.

During the inspection we reviewed people’s records and a variety of documents. These included three people’s care plans and risk assessments, three staff recruitment files, the staff training, supervision and appraisal records, staff rota, accident and incident reports, medicine and quality assurance records and surveys results.

We spoke with two people who were using the service when we visited in their own homes; we also spoke with the registered manager and four members of staff.

After the inspection we spoke with three people using the service, two relatives, and four members of staff on the phone as well as one social care professional who had contact with the service.

Updated 14 January 2016

The inspection took place on 7 December 2015 and was an announced inspection. The previous inspection on 30 August 2013 found no breaches in the legal requirements. Willowbank Care Limited provides a supported living service for people with a learning disability, autistic spectrum disorder, older people, physical disability and younger adults. The service was supporting 29 people in11 supported living properties. This is where people receive personal care and support in their own homes, some of which are shared with other people.

At the time of this inspection there were 29 people receiving support with their personal care.

There was a registered manager for the service. 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.

People had all their needs met by sufficient numbers of staff. People told us there were enough staff to provide their care and support. The service had recruited several new staff to fill the vacancies they had. People received continuity of care and support from a team of regular staff. Senior staff also covered care and supported shifts. People knew who would be undertaking their care and support in advance.

People told us they received their medicines safely and when they should. There was a comprehensive medicines policy in place. This was to guide staff in all medicines management procedures.

People were involved in the assessment and planning of their care and support. Care plans contained information about people’s wishes and preferences. They detailed people’s skills in relation to tasks and what help they may require from staff to ensure that their independence was maintained. People had reviews of their care and support where they were able to discuss any concerns.

People felt safe using the service and when staff were in their homes. The service had safeguarding procedures in place and staff had received training in these. Staff demonstrated an understanding of what constituted abuse and how to report any concerns to keep people safe.

People were well supported in their home environment and were kept safe from harm and felt safe and happy. Systems were in place to ensure that people who used the service were protected from risk of abuse. The registered manager and staff were aware of procedures to follow to safeguard people from abuse.

People were protected by safe recruitment procedures. Staff files contained the required information. New staff underwent a comprehensive induction programme and shadowed experienced staff, until they were competent to work on their own. Staff training included courses relevant to the needs of people supported by the service. Staff had opportunities for one to one meetings, team meetings and appraisals, to enable them to carry out their duties effectively.

People were satisfied with the service they received. They felt staff had the experience and the right skills to meet their needs. People felt staff were kind and caring.

People told us staff asked for their consent before supporting them. People had also signed a consent form as part of their care plan. People were supported to make their own decisions and choices. Some people were subject to an order of the Court of Protection.

People were supported to maintain good health. People told us staff were observant in spotting any concerns with their health. The service made appropriate referrals and worked jointly with health care professionals, such as occupational therapists.

People said they were relaxed in the company of staff and staff listened and acted on what they said. People were treated with dignity and respect and their privacy was respected. Staff were kind and caring in their approach and knew people and their support needs.

People told us they received person centred care that was individual to them. People felt staff understood their specific needs relating to their age and physical disabilities. Staff had built up relationships with people and were familiar with their preferences. People’s individual religious needs were met.

People felt confident to be able complain, but did not have any concerns. People had opportunities to provide feedback about the service provided both informally and formally.

People felt that the service was well-led and they had good communication with staff. There had been no changes in the senior staff team. The registered manager took action to address any concerns or issues straightaway to help ensure the service ran smoothly. Staff felt the senior team motivated them and other staff.

The provider had a set of aims and objectives, which included to maximise people’s choice and control over their own lives ensuring a person centred approach at all times. Staff were aware of these and how they followed through into practice.

People were registered with a GP and saw other health professional to ensure that their health needs were met.

People were offered support in a way that upheld their dignity and promoted their independence.

People were supported by regular staff who knew their needs and preferences well. Staff were aware of their responsibilities through appropriate training. Staff were aware of the Mental Capacity Act 2005 and had undertaken training to make sure they had knowledge and skills to support people who did not have capacity to make their own decisions.

People were cared for by kind, respectful staff. People told us they looked forward to staff coming to support them.

Care plans were written in a personalised way based on the needs of the person concerned.

People were supported with nutritious meals and plenty to drink in accordance with their plan of care.