Archived: New Directions Specialist Support Services

Updated 1 November 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 was a comprehensive inspection which commenced on 5 September 2018. We returned to the service on 10 September 2018 to complete our inspection. Our first inspection visit was unannounced. However, we gave the service notice that we would be returning on 10 September so that they could arrange for us to meet with people who used the service and staff members. This inspection was carried out by a single inspector.

Before the inspection we reviewed our records about the service, including previous inspection reports, notifications and other information we had received from or about the provider. We also reviewed the Provider Information Return (PIR). This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make.

During our inspection we spoke with four people who used the service, the registered manager, two quality officers, two care co-ordinators and three members of the support team. We also spoke with the provider’s quality service improvement manager. We looked at records, which included seven people’s care and support records, eight staff records, policies and procedures, medicines records, and other records relating to the management of the service.

Updated 1 November 2018

Our inspection of New Directions Specialist Support Services took place on 5 September 2018. We returned to the service on 10 September 2018 to complete our inspection.

New Directions Specialist Support Services is a domiciliary care service. It provides personal care for people with learning disabilities, physical impairments and mental health support needs. People receiving support lived in their own homes or in supported living services. At the time of this inspection there were 38 people using the service. In addition to personal care the service provides community support to people to support them to participate in activities of their choice.

At our last inspection on 7 January 2016 we rated the service Good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

The service has a registered manager. Like registered providers, registered managers are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements of the Health and Social Care Act and associated Regulations about how the service is run.

People told us that they were satisfied with the quality of the support that they received. During our inspection people using the service came to the office and we saw that they were comfortable and familiar with the office staff and their support workers.

Staff members had received training in safeguarding of adults, and were able to demonstrate their understanding of what this meant for the people they were supporting. They were knowledgeable about their role in ensuring that people were safe and that concerns were reported appropriately.

Staff members supported some people to take their prescribed medicines. The medicines administration records that we viewed were correctly recorded with no gaps. Staff members had received training in the safe administration of medicines.

The service was meeting the requirements of The Mental Capacity Act 2005 (MCA). Information about people’s capacity to make decisions was included in their support plans.

Staff who worked at the service received regular training and were knowledgeable about their roles and responsibilities. Appropriate checks had taken place as part of the recruitment process to ensure that staff were suitable for the work that they would be undertaking. All staff members received regular supervision from a manager and those whom we spoke with told us that they felt well supported.

People’s support plans and risk assessments were person centred and provided detailed guidance for staff around meeting people’s needs. These were regularly reviewed and updated where there were any changes in people’s needs. We saw that these were provided in picture assisted formats where required. A planned programme to develop and improve the format of people’s support plans was underway with involvement from a service user focus group.

People were supported to participate in a range of activities in the local community. The service had recently developed a programme of group activities in partnership with their service user forum. The aim of this was to reduce isolation and support people to develop new relationships.

People’s cultural, religious and social needs were supported by the service and detailed information about these was contained in their support plans. Where possible, support workers were matched with people according to their cultural and other preferences and interests.

The service had a complaints procedure that was provided in an easy read format. People were aware of this and knew how to make a complaint. All complaints received by the service were fully investigated.

The service’s policies and procedures were up to date and reflected legal requirements and current best practice. Regular quality assurance monitoring had taken place and actions had been taken to ensure that concerns arising from these checks were addressed promptly.

People’s care and support needs were regularly reviewed. The service liaised with other health and social care professionals to ensure that people received the support that they needed.

Further information is provided within the detailed findings below.