The Care Quality Commission
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Archived: St Loye's Care and Support

Brittany House, New North Road, Exeter, Devon, EX4 4EP (01392) 255428

Provided and run by:
Step One Charity

Important: This service is now registered at a different address - see new profile

All Inspections

17 September 2014

During a routine inspection

The focus of the inspection was to answer five key questions: is the service safe, effective, caring, responsive and well-led? Before our inspection we reviewed all the information we held about the service. The service was new and had not been inspected before. At the time of our visit there were seven people who used the service to support their independence. Our inspection focussed mainly on two people whose support needs included assistance with personal care tasks. They had limited verbal communication and therefore we observed their interaction with staff. A member of staff explained each person's support needs. We looked at two care plan files and spoke with the registered manager, a senior member of staff, and four relatives.

Below is a summary of what we found. The summary describes what people using the service, their relatives and the staff told us, what we observed and the records we looked at.

Is the service safe?

The service was safe because people's health and care needs were understood by trained and supported staff. Risks to people's health and welfare had been assessed, and staff were given clear information on how to support the person to help them remain safe.

Is the service effective?

The service was effective because people's health and well-being was promoted. Care plans provided detailed and easy to read instructions to staff about the support each person wanted and needed. We saw evidence of how other professionals had been consulted and involved to ensure each person had support tailored to their own individual needs and wishes.

Is the service caring?

The service was caring because we saw staff communicating with people in a friendly and understanding manner. The staff were able to use sign language fluently and we saw there was mutual respect and understanding. The staff gently encouraged and guided people to learn new skills and achieve independence. A relative told us the staff were 'absolutely marvellous'.

Is the service responsive?

The service was responsive because we heard how they had been able to change and adapt quickly according to people's needs and wishes. For example, people were able to request a change of care worker if did not get on with the staff allocated to support them. We also saw and heard how the service was flexible. This meant staff were able to adapt to changes in a person's daily routines or planned activities to provide an individual service. A relative told us 'They are bending over backwards to listen to parents. Things are changing very fast'. Another relative told us 'People in St Loye's do a really good job. They can make changes in a very short time'.

Is the service well-led?

There were good management systems in place to make sure all daily routines were monitored, reviewed and adjusted where necessary. Relatives we spoke with were full of praise for the way the service was managed. They described senior staff as having a 'can do' attitude.