A home care service that provides personal care and support to adults with learning disabilities living in Poole has been rated ‘Outstanding’ by the CQC.
Borough of Poole Supported Living was rated ‘Outstanding’ in four out of five inspection areas – effective, caring, responsive and well-led – and ‘Good’ for being safe.
During the last inspection in August 2016, the local authority-owned service was rated ‘Good’ overall, but ‘Requires Improvement’ for being well-led. However, after a follow-up inspection in April 2017, this rating was improved to ‘Good’.
Deborah Ivanova, deputy chief inspector for Adult Social Care, said: “It is wonderful to see the service has taken our report to heart and developed further to now achieve an Outstanding rating.
“The culture of the service was one of promoting independence and continuous improvement by seeking the user voice of the people living in the service, and this was demonstrated in all that the staff did and their interactions with people at the service. I would like to congratulate the service on attaining this overall rating of Outstanding.”
Inspectors found that the provider had worked with local GP services to hold health sessions in people’s homes for those people who did not like visiting health settings.
The CQC report also noted that the service was “extremely responsive” to people’s changing needs. For example, staff had supported one person during a health crisis whilst they were out of the country on their first holiday abroad.
The staff communicated with the registered manager who ensured all the health professionals in the UK shared relevant information with the health professional abroad.
The registered manager video called the person daily whilst they were in hospital to reassure them and the staff. The client quickly recovered and continued their holiday.
Service users consistently told inspectors that they were treated with “exceptional kindness and respect”.
Comments from people and relatives included; “I consider myself the luckiest man ever”; “I feel better about myself. I’ve got things I can do and I’m really busy all the time. I never got out of bed before. My life has improved…This makes me feel able instead of disabled”, and, “I can’t tell you how much her life has improved over the last 12 months.”
Inspectors also noted that people received “exceptionally personalised care and support” specific to their needs and preferences.
For example, people had had the opportunity to choose their own staff and ensure that they were compatible.
The CQC report went on to say that staff were highly skilled, motivated and knowledgeable, and the registered manager was praised for demonstrating how their “open and listening management style” and “robust quality assurance systems” had sustained continual development and improvement at the service.