KEYFORT North East

The service provides case management and assessment to people to help them achieve their goals. People have complex conditions resulting from acquired brain injury, spinal cord injury, stroke, cerebral palsy and multiple traumas.

An inspection has been undertaken of a specialist service that is registered for use by autistic people or people with a learning disability. We assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.

The Care Quality Commission regulates the personal care and support that people may receive. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of inspection there were 24 people using the service and 18 of those people were receiving the regulated activity of personal care.

A registered manager was in place. The registered manager is registered with the Commission and is legally responsible to ensure that the service is compliant with legal and regulatory requirements.

We found the service was meeting the underpinning principles of Right support, Right care, Right culture. Systems were in place to provide safe, effective care and person-centred support to people. The provider, registered manager and staff team went above and beyond to help people achieve their goals and aspirations by building their confidence and breaking down barriers to increase independence.

KEYFORT was very well-led. The provider's vision and values were truly person-centred to make sure people were at the heart of the service. This vision was driven by the exceptional leadership of the registered manager and service manager. The provider, registered manager, service manager and staff team were passionate about people's wellbeing. Care was centred and tailored to each individual. People's and staff voices were heard to continually improve the quality of care.

Risk assessments were in place, and they identified current risks to the person as well as ways for staff to minimise or appropriately manage those risks, including for positive risk taking.

The service was flexible and adapted to people's changing needs and desires, enabling positive outcomes for people. Records were personalised, up-to-date and reflected people's care and support needs. People’s mental capacity and ability to consent was taken into account. People and their representatives were involved in planning their care and support. There was clear evidence of collaborative working and communication with other professionals to help meet people's needs.

There were enough staff with the necessary skills, qualifications and experience. Staff were safely recruited. People were treated with kindness and compassion. Staff protected their privacy and dignity. Staff received training to maintain high-quality care.

Systems were in place for people to receive their medicines in a safe way. Equipment was available to meet people’s needs and to help maintain their independence.

People and relatives were confident about approaching the registered manager if they needed to. They recognised that their views and feedback were valued and respected and consistently used to support quality service development.

Processes were in place to manage and respond to complaints and concerns. The registered manager undertook a range of audits to check on the quality of care provided.