Supported Living Service

Updated 4 January 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.

This inspection took place on 29 November 2017 and was announced. The provider was given notice because we needed to be sure that the registered manager was available and make arrangements to visit supported living settings. The inspection was carried out by one inspector and an expert by experience with experience of services for older people. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Before the inspection we reviewed the information we held about the service. This included reviewing information we had received about the service. We also contacted the local authority commissioning and safeguarding teams and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

We asked the provider to complete 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 returned the PIR and we took this into account when we made judgements in this report.

In the morning we visited the office location and met with the registered manager and operations manager and spoke with two assistant managers. In the afternoon we visited two supported living houses and met with eight people who lived there and four support workers. The expert-by-experience spoke with three relatives on the telephone.

We looked at three people’s care records, two staff files, medicine records and the training matrix as well as records relating to the management of the service.

Updated 4 January 2018

This inspection took place on 29 November 2017 and was announced. The provider was given short notice of our intention to inspect the service. This is in line with our current methodology for inspecting domiciliary care agencies to make sure the registered manager would be available.

Supported Living Service provides care and support to people living in 12 ‘supported living’ settings, so that they can live in their own home as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

There were 25 people receiving personal care and support when we inspected.

At our last inspection on 12 and 13 October 2016 we rated the service as ‘Requires Improvement’ and identified one breach related to staffing. Following the last inspection, we asked the provider to complete an action plan to show what they would do and by when to improve the key questions ‘Safe’ and ‘Well-Led’ to at least good. We found action had been taken to make improvements.

The service has a registered manager. 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.

Staffing had improved since the last inspection as the provider had filled many of the staff vacancies and there was an ongoing recruitment drive. Staff recruitment procedures ensured staff were suitable to work in the care service. Staffing levels were flexible to meet people’s needs.

Staff received the training and support they required to carry out their roles and meet people’s needs. All staff had received refresher training in first aid which had been overdue for some staff at the last inspection.

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.

We saw staff knew people well and understood how to manage risks without limiting people’s freedom unduly. Staff understood safeguarding procedures and how to report any concerns. Medicines were managed safely and people received their medicines when they needed them.

Staff supported people to access healthcare services. People were involved in planning their care and support which was delivered to meet their needs and preferences. Staff supported people to lead active lives of their choosing and to keep in contact with family and friends. There were systems in place to manage complaints.

Relatives praised the staff for their kindness and caring manner. Staff we spoke with knew people well and had developed positive relationships with them. They were compassionate, considerate and respectful in their interactions with people and were skilled in communicating and responding to their needs.

Relatives and staff were complimentary about the management team and leadership of the service. The registered manager led by example and promoted person-centred care. Effective quality audit systems were in place.