Hales Group Limited – North East

“An inspection has been undertaken of a specialist service that is registered for use by autistic people or people with a learning disability. At the time of inspection, the service was not used by anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, as it is registered as a specialist service for this population group.”

“We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.”

“At this inspection we found the service was predominantly meeting the underpinning principles of Right support, Right care, Right culture. We identified some improvements to roster management to ensure people received the right support from a consistent staff team.”

“At the time of inspection there were37 people using the service and all of the people were receiving the regulated activity 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.”

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

“At our last inspection, we identified breaches of legal regulations in relation to good staffing, meeting nutritional and hydrational needs and good governance. At this inspection, improvements had been made, and the provider was no longer in breach of legal regulations.”

“Staffing capacity was sufficient to ensure people's needs were met in a safe way. Improvements had been made to roster management. However, improvements made needed to be sustained, with systems in place when there was a change in management, so all people received consistent care from staff members familiar to them. Systems were in place for people to receive their medicines in a safe way. There were enough staff with the necessary skills, qualifications and experience to meet people’s needs. Staff were safely recruited. People were treated with kindness and compassion. Staff protected their privacy and dignity.”

“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. Records were 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 evidence of collaborative working and communication with other professionals to help meet people's needs.”

“Most people, relatives and staff were confident about approaching the registered manager and management team if they needed to. However, not all felt that their views and feedback were valued and respected and used to support service development. This had been identified and was being addressed by the registered manager. Processes were in place to manage and respond to complaints and concerns. Improvements had been made to governance since the last inspection. Systems were in place to monitor the quality and safety of the service, however some improvements…”