This inspection took place on the 26 October 2016. The inspection was announced, which meant the provider knew we would be visiting. This is because we wanted to make sure the provider, or someone who could act on their behalf, would be available to support the inspection. This is the first time the service has been inspected.

RNID-Action on Hearing Loss, South West Community Care & Support Service is registered to provide personal care to people who are deaf, deaf/blind or hard of hearing and have additional care needs. At the time of our inspection there was one person receiving personal care and support from the service.

A registered manager was in post at the time of 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 2008 and associated Regulations about how the service is run.

People’s rights were being upheld in line with the Mental Capacity Act 2005. This is a legal framework to protect people who are unable to make certain decisions themselves.

Risks of harm to the person had been identified and clear plans and guidelines were in place to minimise these risks.

There were sufficient staff to keep the person they support safe and to support their health and welfare needs.

The person was supported by well trained staff that had sufficient knowledge and skills to enable them to care for them. The provider ensured that new staff completed an induction training programme which prepared them for their role.

We received positive feedback about the caring nature of the staff. The person’s relative told us; “The care is brilliant. They are wonderful people and they do a wonderful job. She is fiercely independent and seems happy within herself. She gets on with them brilliantly.”

The person had access to their own keyworker. The keyworker has a special responsibility for ensuring that the person has maximum control over all aspects of their daily life. They are involved in the planning of how the person’s care needs will be met, and agreeing with the person and their representative the amount of assistance they require and the activities they would like to engage in.

Care records were personalised and described how people preferred to be supported. Specific needs and preferred routines were identified. People and their relatives had input and choice in the care and support they received.

Staff described the registered manager as supportive. Staff were confident and knowledgeable of all aspects of the service. The registered manager encouraged an open line of communication with their team.