People Matter Support Services received an overall Good rating at its first inspection, with safe, effective, caring and responsive care delivered in a person-centred manner to 25 people. However, well-led was rated Requires Improvement due to inconsistent audit completion, failure to analyse incident themes and trends prior to March 2023, and incomplete staff appraisals and specialist training.
Concerns (6)
moderate
Governance
: “There was no evidence regular audits had been completed for all people who received care.”
moderateIncident learning: “Prior to March 2023, the provider had not evidenced they had reviewed incident and accidents to identify lessons learned to mitigate risk to people.”
moderateIncident learning: “Themes and trends had not been recorded in order to learn and improve the service and the care being provided.”
minorStaff training: “They had not completed the provider's 'Autism and eating disorders across the lifespan' or the 'Oliver McGowan learning disability and autism training'.”
minorSupervision / appraisal: “The new management team were in the process of completing supervisions and appraisals for all staff.”
minorRecord keeping: “One person's MCA contained inconsistent information that did not accurately reflect the person's capacity and the status of their LPA.”
Strengths
· People felt safe with staff who were well-trained and practical, with relatives confirming confidence in carers.
· Care plans contained detailed, comprehensive risk assessments with clear and consistent guidance covering all aspects of people's lives.
· Staff understood and implemented STOMP principles to prevent over-medication of people with a learning disability or autism.
· Robust recruitment procedures were in place with all necessary evidence including employment history and qualifications.
· Person-centred care was delivered with staff demonstrating flexibility, kindness and respect for dignity, privacy and independence.
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongRequires improvement
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceRequires improvement
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
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: 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
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsRequires improvement
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: Engaging and involving people using the service, the public and staffRequires improvement
well-led: Continuous learning and improving careRequires improvement