The inspection took place on 19 October, with the provider being given short notice of the visit to the office in line with our current methodology for inspecting domiciliary care agencies and similar services. The service was last inspected in 2014, and was judged to be complying with the regulations inspected.

J S Parker Northern House provides a case management service to adults with acquired brain injury. This includes developing care and support packages and liaising with healthcare and other professionals on the person’s behalf. People using the service live within a two hours drive of the provider’s office in South West Sheffield. At the time of the inspection it was providing services to approximately 110 people, of whom 8 were in receipt of personal care.

The service had a registered manager in post at the time of our inspection. 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’s care files showed that their care needs had been thoroughly assessed, and they received a good quality of care from staff who understood the type of support they needed. People told us that they experienced a good standard of care and that they found staff to be professional, well-trained and knowledgeable.

There were systems in place to reduce the risk of abuse and to assess and monitor potential risks to individual people. The provider acted appropriately where people were suspected to be at risk of harm. Risk assessments were up to date and very detailed. We found recruitment processes were thorough, which helped the employer make safer recruitment decisions when employing new staff.

Staff had completed a comprehensive induction programme and regular training was available. This helped them meet the needs of the people they supported and understand how to provide the support and care people needed. Records demonstrated people’s capacity to make decisions had been considered as part of their care assessment.

People were involved in planning their care, including being involved in recruitment procedures to choose their own support staff. People’s views about their care and support was incorporated into how care was delivered. There was a system in place to tell people how to make a complaint and how it would be managed. This was explained to people when they first started using the service and revisited in annual reviews.

The registered manager had a clear oversight of the service, and of the people who were using it. Staff received regular supervision and appraisal, and the standard and quality of care was regularly monitored.

Information about people’s experiences of JSP Northern House was gained by visiting and speaking with two people supported by the service on the day of our inspection. Three people and two relatives were contacted by telephone following our visit. Information was also gained by speaking with the regional manager, five members of staff and by reviewing a range of relevant records.

Our conversations with people showed us that the service maintained people’s dignity, privacy and respected people’s individual choices. People told us that they felt listened to and that that their views and suggestions were respected. One person stated, “they [JSP Northern House] definitely listen to me; everything is on my terms.”

People were positive about their support workers and the support they received. One person described the support they received as, “very, very good.” A relative stated, “the carers are genuinely concerned, caring and do a good job.”

One person said they felt, “100% safe,” when being supported by JSP Northern House. Our conversations with staff and our check of records demonstrated that the service were aware of, and followed local safeguarding procedures in order to safeguard people.

Effective processes were in place to ensure that people were cared for by suitably qualified, skilled and experienced staff. Appropriate systems were in place to gather, record and evaluate the quality and safety of care provided by JSP Northern House.