Care Quality Commission report published in June 2016

Report Summary:

This inspection visit took place on the 27 May 2016 and was unannounced.

The Hermitage Charity Care Trust provides accommodation and personal care support for up to 30 older
women. There were 30 people who used the service at the time of our visit.

The service had a registered manager. A registered manager is a person who has registered with the Care
Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At our previous visit on the 14 November 2014 the service was meeting the regulations that we checked but we did ask the provider to make some improvements. Although best interest decisions were in place for people that were unable to make specific decisions for themselves, mental capacity assessments had not been completed to demonstrate that these people lacked the capacity to make decisions. At this visit we saw that some improvements had been made, some people had received a capacity assessment, but they were not in place for everyone that needed support in making decisions. The registered manager had not made any applications under the Mental Capacity Act Deprivation of Liberty Safeguards for people whose liberty may have been restricted.

People told us and we saw there were sufficient staff available to support them. Staff had knowledge about people’s care and support needs to enable care to be provided in a safe way. Staff told us that they were supported by the management team and provided with the relevant training to ensure people’s needs could be met.

Staff understood what constituted abuse or poor practice and systems and processes were in place to
protect people from the risk of harm. Policies were in place and followed so that medicines were managed safely and people were given their medicine as and when needed. Thorough recruitment checks were done prior to employment to ensure the staff were suitable to support people.

Assessments were in place that identified risks to people’s health and safety and care plans directed staff on how to minimise identified risks. Plans were in place to respond to emergencies to ensure people were supported in accordance with their needs. Care staff told us they had all the equipment they needed to assist people safely and understood about people’s individual risks. The provider checked that the
equipment was regularly serviced to ensure it was safe to use.

Staff gained people’s verbal consent before supporting them with any care tasks and helped people to make their own decisions. People received food and drink that met their nutritional needs and preferences, and were referred to healthcare professionals to maintain their health and wellbeing.

People were supported to socialise and take part in activities to promote their wellbeing. People told us that they liked the staff and we saw that people’s dignity and privacy was respected by the staff team. Visitors told us the staff made them feel welcome and were approachable and friendly.

Staff listened to people’s views and people knew how to make a complaint or raise concerns. There were
processes in place for people and their relatives to express their views and opinions about the service
provided. People felt the service was well managed and they were asked to express their views and be
involved in decisions related to the planning of their care. There were systems in place to monitor the quality of the service to enable the manager and provider to drive improvement.

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