This was an announced inspection which took place on 24 July, 6 August and 13 August 2018. We gave the provider 24 hours' notice to ensure someone would be available at the office.

North East Disability Resource Centre provides personal care support to three people with learning impairment and associated conditions who use the service and currently live in their own homes.

At the last inspection in June 2017 the service was rated requires improvement and was not meeting all of the legal requirements with regard to regulation 11, need for consent and regulation 17, good governance.

Following that inspection we asked the provider to complete an action plan to show what they would do and by when to improve the key questions need for consent and governance to at least good.

At this inspection we found improvements had been made and the service was no longer in breach of regulations 11 and 17 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

A registered manager was in place. 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 2008 and associated Regulations about how the service is run.

A range of systems were now in place to monitor and review the quality and effectiveness of the service. People had the opportunity to give their views about the service. There was regular consultation with people and their views were used to improve the service.

People were protected as staff had received training about safeguarding and knew how to respond to any allegation of abuse. There were other opportunities for staff to receive training to meet people’s care needs. A system was in place for staff to receive supervision and appraisal and there were appropriate recruitment processes being used when staff were employed.

People and staff told us they felt safe and there were enough staff on duty to provide safe care to people. Staff knew people’s care and support requirements. There was a good standard of record keeping that accurately reflected people’s care and support needs.

A complaints procedure was available. People told us they would feel confident to speak to staff about any concerns if they needed to. People had access to an advocate if required.

Risk assessments were in place and they accurately identified current risks to the person as well as ways for staff to minimise or appropriately manage those risks. Care was provided with kindness and people’s dignity was respected.

People were involved in decisions about their care. They 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. Staff had a good understanding of the Mental Capacity Act 2005 and best interest decision making approaches, when people were unable to make decisions themselves.

People had food and drink to meet their needs. Some people were assisted by staff to plan their menu and shop for the ingredients. People received meals that had been cooked by staff. People were appropriately supported to maintain their health and they received their medicines in a safe way.

People were provided with opportunities to follow their interests and hobbies, they were supported to go on holiday. They were supported to contribute and to be part of the local community.

This inspection took place on 27 June 2017 and was announced. We gave the provider 24 hours’ notice to ensure someone would be available at the office.

North East Disabilities Resource Centre (NEDRC) was registered in April 2016, although it only began providing this regulated service in March 2017 and this was its first inspection. NEDRC run a day service in Hendon where it provides activities and support to people with disabilities and it also runs an accessible holiday lodge. It provides personal care support to two people who currently live in their own home.

The service did not currently have a registered manager. We met with the manager who had been in post for two weeks and was experienced in managing care settings. They stated they would be applying to register with the Care Quality Commission at the earliest opportunity. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered Nominated individuals, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

We saw that medicine administration records were not always fully completed and this meant that people may be at risk of not receiving their medicines safely.

There was not an audit based quality assurance system in place to check the quality and safety of the service. Accidents and incidents had not been routinely reviewed to look for trends. We saw the new manager now had a process to review this.

The service is required to ensure it obtains recorded consent from people receiving personal care or their legal representative.

The provider was working within the principles of the Mental Capacity Act 2005 (MCA).

Staff told us they were supported by their management and could get help and support if they needed it. Staff had not received regular supervision during the last few months as there was no manager in place. Staff told us they now felt confident in the new manager and we saw a supervision plan in place.

People were protected by the service’s approach to safeguarding and whistle blowing. One person told us could raise concerns if they needed to and were listened to by staff. We saw that concerns were listened to and acted on straight away by the manager. Staff were aware of safeguarding procedures, could describe what they would do if they thought somebody was being mistreated and said that management listened and acted upon staff feedback.

People we spoke with who received personal care felt the staff were knowledgeable, skilled and their care and support package met their needs. People who used the service told us that they had a small team of staff, who were reliable and arrived when expected. Staff confirmed that they were not rushed and had time to provide the care people expected.

The service had systems to ensure staff were appropriately recruited, trained and supported. Staff were being supported to achieve National Vocational Qualifications in health and social care.

The care records we looked at included risk assessments, which had been completed to identify any risks associated with the person’s environment and delivering the person’s care. We saw a new care plan format was being introduced which was more person centred and detailed in relation to risk assessments.

People and staff told us when they raised any issues they were dealt with promptly and professionally and everyone we spoke with knew how to speak to the management team at the office if they had any concerns.

There were systems in place to gains the views of people using the service and staff would discuss developments and issues together.

The service was an active part of the local community. We saw that the manager and staff were committed to supporting people to remain in their own homes with support and worked with G.P’s, occupational therapy, physiotherapi