About the service: Dyke Road Community Support Services is a domiciliary care agency that was providing personal care to 13 people living with a learning disability at the time of the inspection. All people receiving support from the agency lived in two supported living locations.

People’s experience of using this service:

¿The provider had not ensured that we were notified of all safeguarding incidents, which they are required by law to do.

¿People were supported to have maximum choice and control over their lives and staff supported them in the least restrictive way possible; however, the systems in the service did not always support this practice. People’s capacity was not always assessed when in doubt, and people were not always involved in decisions about their capacity and in their best interests. However, people were involved in day to day decisions about their care.

¿We have made a recommendation that the service refers to current guidance on the Mental Capacity Act and the involvement of people.

¿The outcomes for people using the service reflected the principles and values of Registering the Right Support in the following ways; promotion of choice and control, independence and inclusion. People’s support focussed on opportunities to gain new skills and maintain current independence and work toward more independence.

¿People were safe. Risks to people were assessed and mitigated. Systems and processes safeguarded people from abuse. There were enough staff to keep people safe and meet their needs. People’s medicines were managed safely and they were protected by the prevention and control of infection. People were supported to eat and drink, as appropriate.

¿People were treated with kindness and compassion. The culture of the service was positive and person-centred. Staff knew people well and communicated with people according to their individual needs. People’s independence was promoted and their dignity and privacy respected.

¿People’s needs were assessed and planned for. Staff checked regularly to ensure support plans reflected the support people needed. People had access to healthcare support, and staff worked with healthcare professionals to support people, including at the end of people’s lives.

¿Staff were supported with regular supervision, staff meetings and training. Staff told us they felt supported. New staff were recruited using safe procedures and supported with an induction to the service.

¿Staff worked well together and with other professionals. They shared information when necessary, and were mindful of protecting people’s confidentiality.

¿People knew how to make complaints. When complaints were made these were responded to quickly and effectively. When things went wrong, lessons were learnt.

Rating at last inspection: The service registered with the Care Quality Commission on 8 February 2018 and this is their first inspection.

Why we inspected: This was a planned comprehensive inspection, following the registration of the location.

Enforcement: There was a breach of the Care Quality Commission (Registration) Regulations 2009. Please see the ‘action we have told the provider to take’ section towards the end of the report.

Follow up: We will continue to monitor the intelligence we receive about this home and plan to inspect in line with our re-inspection schedule for those services rated Requires Improvement.