The You Trust - 34-36 Shaftesbury Road

The You Trust – 34 - 36 Shaftesbury Road is a 'care home'. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. 34-36 Shaftesbury Road accommodates up to 13 people living with mental health needs. The service does not provide nursing care. At the time of the inspection there were 11 people using the service.

A registered manager was in post but was not 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. Another manager was supporting the deputy manager with the day to day management of the service at the time of our inspection. Throughout this report we refer to this person as the manager.

Governance systems were being operated effectively and had identified areas for improvement. The work to make these improvements had taken place. Improvements had been made to the management of medicines. Audits of these were more effective and there were no unexplained gaps in records. Medicines storage was secure but temperatures checks needed to be done consistently.

People's needs were assessed before they moved into the home, to ensure their needs could be met. Where it was appropriate for people, they were supported to transition to the home. People told us they made their own decisions and came and went as they pleased. Staff adhered to the principles of the Mental Capacity Act, 2005 (MCA) and understood people's right to make unwise decisions. They supported people in the least restrictive way. Risks associated with people's needs were well known by staff and new recording systems were being implemented at the time of the inspection. These provided comprehensive, person centred information about people.

Staffs knowledge of people was good and they provided person centred care. People were provided with appropriate mental and physical stimulation. People were treated with kindness and compassion. Observations reflected people were comfortable and relaxed in staff's company. People were involved in

their care and their independence was supported. People's privacy and dignity was respected. People were encouraged to eat healthy balanced diets by staff who worked well as a team and supported access to appropriate healthcare.

There were sufficient staff to meet people's needs and the provider demonstrated safe recruitment processes were followed. Staff understood their responsibility to safeguard people and had received training to do so. Various subjects of training were delivered to staff, in a variety of formats. The training subjects were based on the providers mandatory requirements and people's specific needs. Staff received supervisions and felt supported. Following feedback from staff a new appraisal system had been developed and the provider aimed to roll this out in the coming months.

There was a process in place to deal with any complaints or concerns if they were raised. People told us they knew how to complain but had not needed to. The manager and deputy manager were accessible and operated an open-door policy. Staff and people were confident to raise concerns and felt listened to.

The provider was aware of their requirement to notify CQC of significant incidents and this was happening.

The five questions we ask about services and what we found