Archived: Livability Norwich Road

Updated 17 August 2018

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

The inspection took place on 24 July 2018 and was announced. We gave the service 3 working days’ notice of the inspection because it is small and the registered manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in. The inspection was carried out by one inspector.

Before the inspection, we reviewed the information available to us about the service, such as the notifications that they had sent us. A notification is information about important events which the provider is required to send us by law. Prior to the inspection, the provider also 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. Before the inspection, we also obtained feedback from the local authority.

During the inspection, we spoke with the manager, the deputy manager and one support worker, as well as a healthcare professional who was involved with the service. We looked at two care records, as well as all three Medicines Administration Records (MARs). We also looked at records relating to the management of the service, such as audits and rotas. We were not able to gain verbal feedback from people using the service, due to communication needs and some being unavailable. We observed some interactions between staff and people.

Updated 17 August 2018

This inspection was announced three working days prior to our visit, as it is a small home and we wanted to ensure that someone would be available to speak with us. This was the first comprehensive inspection carried out of this service which was registered with the Care Quality Commission (CQC) in June 2017 under new care providers.

3 Norwich Road is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The care home accommodates up to 3 people in one adapted building. At the time of our inspection 3 people were living in the home.

3 Norwich Road provided accommodation and care to adults who have a learning difficulty. The home had communal areas such as a kitchen and lounge, and people were accommodated in their own rooms, with communal bathroom and separate toilet.

There was not a registered manager working in 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. A manager had been recruited and had been in the service for just over two weeks, they also managed another of the provider’s services in the area. They had commenced the process of registering with CQC. They attended the inspection along with the deputy manager of both homes.

There were quality assurance systems in place for the assessment, monitoring and improvement of the service but these had not been utilised consistently. These areas had been identified by the manager, however they had not yet had time to ensure these were properly implemented. Areas which required some further oversight and improvement were the medicines records, infection control, competency checking and keeping care plans up to date. This included people’s records in relation to their capacity to make decisions.

People were supported by a suitable number of staff who understood how to keep them safe, and staff were recruited safely. Risks to people were assessed and mitigated, including those associated with the environment they lived in as well as their own health needs. Staff administered medicines safely, and people received these as prescribed.

People’s needs were thoroughly assessed prior to moving into the home. The staff continued to work effectively with other teams to ensure people received consistent care. Staff received training relevant to their roles, including the provider’s mandatory training as well as training specific to some people’s needs. They also received supervisions from the management team. Staff supported people to drink enough and to eat a balanced diet, and to access healthcare as needed.

People lived in a homely environment which was adapted to their needs. Staff knew about people’s mental capacity and understood how to support people to make decisions, however improvements were needed in respect of records.

There were caring and supportive relationships between staff and people. Staff adapted their communication according to people’s needs. Privacy and dignity was promoted at all times, and people and relatives were involved in their care as much as possible.

Care records were in place for people living in the home, and these contained individualised guidance for staff about how to support people. People were able to go out into the local community if they wanted, and participate in activities, as well as do activities in the home with staff.

There was a complaints system in place, and people were encouraged to raise concerns if they had any.

There was good leadership in place and staff felt happy and rewarded in their roles, and were aware of their responsibilities. The manager was also aware of their responsibilities, and they were supported well by the provider’s organisation.