KE 247 Support Services

At the time of our inspection the service was supporting 10 people. Four of those people were in receipt of personal care. 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.

Some information we requested was not easily accessible during our visits and completed audits and checks had not identified the shortfalls we found. That meant opportunities to drive forward improvement had been missed. In addition, the system to ensure CQC were notified of all significant events that happened was not always effective. Action was taken to address this.

Whilst one person told us they felt safe with their support workers and three relatives felt their family members were safe, risk management required improvement. People's needs had been assessed before they started to use the service. However, known risks associated with people's care and support were not always assessed and risk management plans did not always have important information to help staff provide safe care. Despite our findings staff understood how to keep people safe. The registered manager told us they would take action to improve safety.

Staff had been recruited safely and enough staff were employed to meet people's needs. Staff had completed safeguarding training and policies and processes were in place to safeguard people from the risk of harm.

Staff followed safe infection prevention practice in people's homes and confirmed Personal Protective equipment (PPE) was available for them to use to control and prevent the spread of infection. However, risks associated with COVID-19 had not always been assessed in line with guidance.

The management of medicines required improvement. Whilst most people's medicine records showed people had received their medicines as prescribed, national medicines guidance was not always followed and checks of medicines needed to be strengthened to ensure they were effective. The registered manager

told us this would be addressed.

People were supported to have maximum choice and control of their lives and staff did supported them in the least restrictive way possible and in their best interests. However, the policies and systems in the service did not support this practice.

Staff knew what people liked to eat and drink, and the registered manager and staff provided examples of how working with health professionals had benefited people. Overall, relatives provided positive feedback about the staff and told us the care and support provided was effective. Staff enjoyed their jobs and spoke positively about their induction and the training they had completed. The registered manager and the staff team understood the importance of treating people equally. People were respected, and people's privacy and dignity were maintained.

Relatives were involved in their family members care and felt the service was responsive. Whilst staff knew people well more information needed to be added to some care records to help staff provide personalised care. Staff understood how to communicate with people but the Accessible Information Standard (AIS) had not been fully considered during care planning.

The registered manager demonstrated commitment to learning lessons and understood their responsibility to be open and honest when things had gone wrong.