14 December 2017
During a routine inspection
Not everyone using Age UK Brighton and Hove receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.
At the last inspection, the service was rated Good.
At this inspection, we found the service remained Good.
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. Staff sought people’s consent before providing care and treatment.
People were protected from abuse. Staff followed the provider’s safeguarding procedures to identify and report concerns to people’s well-being and safety.
Appropriate risk management systems were in place. Staff followed the guidance in place to support people safely in line with the risks identified to each person’s health and well-being. People received the support they required to take their medicines.
People were supported by a sufficient number of staff who underwent appropriate recruitment checks. Staff knew how to minimise the risk of infection.
Appropriate systems were in place to enable staff to report and learn from incidents that may happen at the service. Staff had access to out of hours’ guidance for additional support when responding to an emergency or difficult situation.
Staff received support, regular supervision and attended training to enable them to undertake their roles effectively. People were involved in the planning and review of their care. Staff delivered people’s care in line with their changing needs, preferences and best practice guidance.
People received care in a manner that treated them with respect and promoted their privacy and dignity. Staff developed positive relationships with the people they supported and offered emotional support when needed.
People were encouraged to maintain a healthy diet and to have sufficient food to eat and drink. Staff supported people to access healthcare services when required.
People were confident about making a complaint and had received information about how to make their concerns known. The registered manager sought people’s views about the service and acted on their feedback.
People and staff commended the registered manager and their care provision. People received person-centred care and benefitted from an open and transparent culture.
The quality of care was checked and monitored regularly. The registered manager made improvements when necessary to develop the service. There was collaboration between the registered manager and other agencies to enhance the quality of care provided to people.