Inclusion Care supports people with a range of needs including learning disabilities and mental health needs in their own homes in Worcestershire and Gloucestershire. At the time of our inspection they were supporting 42 people with personal care in a mixture of 17 dwellings.

At the last inspection on 10 July 2015, the service was rated Good. At this inspection we found the service remained Good.

People received highly individualised care and support which reflected their personal preferences, lifestyle choices and any routines really important to them. They were cared for and supported by staff who knew them really well. Staff treated people respectfully, with kindness and sensitivity. People enjoyed the company of staff sharing fun and laughter with them. People were given choices about their day to day activities and if they were unable to make decisions about their care and support these were made in their best interests. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People’s rights were protected and any suspicion of abuse was followed up. They were kept safe from the risks of harm. Any hazards had been identified and strategies were in place to minimise risks. People who occasionally became upset or anxious were supported to manage their emotions. Staff understood how to help people to become calm and how to anticipate what might upset them. They benefited from the support of a behavioural management team who offered guidance and individualised training around people’s needs. Medicines were administered satisfactorily and any errors followed up. Action had been taken to improve medicines systems.

People benefited from staff who had access to a robust training programme and individual support to help them gain the skills and knowledge they needed. Staff levels were closely monitored to make sure people had the appropriate levels of support to ensure they lived life to the full. Staff felt supported by the management team who were open, accessible and transparent. People knew how to raise a complaint and staff were confident any concerns would be listened to and the appropriate action taken in response.

Robust quality assurance processes were in place to drive through improvements in the service. Effective and timely monitoring of quality audits meant the provider and the management team were able to make changes in response to accidents, incidents or errors. Quality audits were a vital part of the provider’s improvement agenda to guide services towards delivering outstanding care. Actions had been taken in response to national and local issues, sharing learning to promote good and best practice.

The rating for this service was displayed in the head office and on their website.

Further information is in the detailed findings below.

This inspection took place on 8, 9 and 10 July 2015 and was announced. Inclusion Care provides personal care to people with a learning disability, autistic spectrum disorder, physical disability and or mental health needs living in their own homes in Gloucestershire and Worcestershire. People being provided with personal care had a range of needs. Not everyone who took part in this inspection was able to tell us about the care and support they received, but we were able to meet with them and observe them with staff in their homes. Inclusion Care was providing personal care to 55 people at the time of our inspection.

There was a registered manager in post. 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 and associated Regulations about how the service is run.

People living in their own homes were supported to live their lives the way they chose, to be as independent as they could be, to access local community activities and had their individual needs recognised and valued. People’s preferences, aspirations and routines important to them were clearly identified in their care records. People’s care was personalised and their care records mirrored this. People’s changing needs were responded to appropriately and action was taken if needed to make sure the care they received reflected their actual needs.

People’s health and well-being were promoted through access to their GP and other health care professionals. They were supported to have a healthy diet and were involved in planning and preparing their meals. People were informed about the costs to them of living together and what their share of the bills would be. People had access to a variety of activities and pursuits both in their homes and in the local community. People enjoyed going swimming, playing golf, meeting with friends, using sensory rooms and going on holiday.

People were kept safe from harm by staff who had a good understanding of safeguarding and how to recognise and report suspected abuse. Staff were confident any concerns they raised would be listened to and responded to appropriately. Comprehensive systems were in place to make sure new staff were thoroughly checked before they were appointed. Staff had access to an extensive training programme starting with their induction and promoting their professional development. Bespoke courses were provided to help staff understand and support people for example with autistic spectrum disorder. Considerable effort had been taken to make sure all staff had access to the resources, knowledge and support to help “people live as best a life as possible”. Staff said they felt supported in their roles by managers and communication in the teams and the service was robust.

Changes to the structure of the service had a positive impact on people’s experience of their care and support. Systems monitoring accidents, incidents and near misses were more responsive. Lessons were learnt from these and from complaints were used to improve the quality of care. Monitoring and auditing of the standards of care were developing in line with our key questions. People, their relatives and staff were encouraged to feedback their views of the service. People benefitted from an organisation which had achieved national awards and which shared best practice across it’s services. Staff and services had celebrated success reaching the final stages of several national awards. By working and liaising with local and national networks and organisations the registered manager and senior management kept up to date with changes in legislation and best practice.