MSIE, a specialist domiciliary service for deaf-blind children and young people, received a Good rating across all five key questions at its first CQC inspection in June 2023. The service demonstrated highly personalised, specialist care with strong leadership, effective multi-disciplinary working and a positive learning culture, with only minor concerns around covering staff absence and access to training time.
Concerns (3)
minor
Staffing levels
: “families and health professionals commented at times there were issues with covering staff leave and absence, and making time for staff training within allocated hours.”
minorStaff training: “There are times where training needs to be done and there aren't enough hours in the day to get it done. Then I feel pressured to get it done.”
minorSupervision / appraisal: “staff worked in schools and in the community they commented that it could be tiring to have to attend supervision after a days work, but the registered manager was aware and addressing this.”
Strengths
· Highly specialist and personalised care for deaf-blind children and young people, with staff deeply knowledgeable about individual needs.
· Strong safeguarding culture with regular supervision discussions and close partnership working with external health and social care professionals.
· Comprehensive, personalised care plans including communication plans, risk assessments, 'My Story' documents and 'ambitious outcomes' goals.
· Effective medicines management including STOMP principles and regular prescriber reviews.
· Positive, person-centred leadership with an approachable registered manager praised by families, staff and health professionals.
Quality-Statement breakdown (25)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Continuous learning and improving careGood