The Inspection took place on 27 and 29 November 2017, and 10 January 2018 and was announced. After the second day of inspection we received some concerns from health professionals in relation to how transitions between services were managed. We returned to the service on 10 January 2018 to discuss these with the registered manager. At the last inspection, the service was rated good. At this inspection the service remained good overall and had improved to outstanding in the responsive domain.

This service is a domiciliary care agency. It provides personal care to people living in individual houses, bungalows and self-contained flats maintained by the provider. It provides a service to adults with learning disabilities or autistic spectrum disorder. There were 33 people being supported by the service in their own homes.

We found the service had considered the national plan to develop community services for people with learning disabilities and/or autism - ‘Building the Right Support’. This plan was introduced in 2015 and advises certain criteria that providers should meet when delivering good quality care, these are; quality of life, keeping people safe, and choice and control.

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 2008 and associated Regulations about how the service is run.

People live extremely fulfilled and independent lives. Staff supported people to access educational and employment opportunities that were meaningful to them. Activities, events and holidays were chosen by people supported by the agency and they were involved in planning them each year. Staff went that extra mile to make people feel comfortable and accepted as individuals, celebrating their diverse needs.

Staff were passionate about the delivery of person centred care to meet individual needs and preferences. They worked closely with people to ensure they achieved their aspirations and worked as a team to improve the experiences for those supported by the agency.

The management actively sought people’s views and opinions about the service and utilised their experiences to improve practice within the organisation. Relatives felt they could have frank and honest discussions with the registered manager and staff, who were responsive when dealing with concerns, and always listened to their views.

The service worked in partnership with health professionals to meet people’s needs, this included additional specific training.

Staff used different methods of communication to ensure people understood and were able to make informed decisions about how they wanted to live their life.

Care plans were detailed and included important information about how people wanted to be supported including preferences, interests, and life histories.

People and their relatives felt they were safe in their home environments and that staff supported them appropriately to access the community. Risk assessments were in place which identified risks and guided staff in how to minimise them. Medicines were managed, administered and stored safely.

Inductions were comprehensive and included introductions to people using the service, training, shadowing more experienced member of staff, and competency checks. Regular monthly supervisions, informal chats and annual appraisals supported staff to carry out their roles effectively.

Staff were caring and compassionate about delivering person centred care. They respected people’s dignity and privacy. They obtained people’s consent prior to delivering care and support and where people were unable to make decisions for themselves best interest meetings were held to support them. People were supported to have maximum choice and control of their lives and staff supp

This inspection took place on 8 October 2015 and was announced. At our last inspection of the service in June 2013 the registered provider was compliant with all the regulations.

Sherbutt Home Care Services Limited is registered for personal care. It provides care and support to adults with a learning disability who live independently in bungalows on the same site as the office base and supported living schemes in the town of Pocklington, East Yorkshire. The service has vehicles for transportation to day services, college, social events, visiting friends or family and holidays. There is limited car parking on site for staff and visitors.

On the day of our inspection the registered manager told us the service was supporting around 40 people. There were 12 people living in the three bungalows on site and the other people who used the service were living in their own homes in the local community.

The registered provider is required to have a registered manager in post and there was a registered manager at this service. 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.

The people who used the service told us that they felt confident about their safety. We found that the staff had a good knowledge of how to keep people safe from harm and they had been employed following robust recruitment and selection processes. There were enough staff on duty to meet people’s needs.

The staff received induction, training and supervision from the registered manager and we saw they had the necessary skills and knowledge to meet people’s needs.

We found that people’s accommodation in the three bungalows was clean and tidy. People who lived in the bungalows told us they were able to join in communal meals with others, but also liked to prepare their own meals in the kitchens provided. Everyone who used the service received help from the staff team with shopping and keeping their accommodation clean. This ensured people retained their independence as much as possible whilst learning essential life skills such as budgeting, housekeeping and cooking.

Discussion with the people who used the service indicated that they recognised they needed support in some aspects of their care. We saw that there was a good working relationship between the people and the staff based on mutual respect and trust.

People’s comments and complaints were responded to appropriately and there were systems in place to seek feedback from people and their relatives about the service provided. We saw that the registered manager met with people on a regular basis to discuss their care and any concerns they might have. This meant each person was consulted about their care and treatment and was able to make their own choices and decisions.

Records about the people who used the service enabled the staff to plan appropriate care, treatment and support. The information needed for this was systematically recorded and kept safe and confidential. There were clear processes in place for what should happen when people moved to another service, such as a hospital, which ensured that each person's rights were protected and that their needs were met.

The people who used the service and the staff told us that the service was well managed. The registered manager monitored the quality of the service, supported the members of staff and ensured that the people who used the service were able to make suggestions and raise concerns.

We used a number of different methods to help us understand the experiences of people who used the service. During the day we visited people in their own home and talked with them about their experiences of the service. We also observed their interactions with staff. We spoke with the manager and two members of staff. We reviewed documentation including three care plans.

We saw that care needs were discussed with people and/or their relatives and before people received care their consent was asked for. One person said “Staff are great, they always ask me what I want”.

People told us they were well cared for. One person said “I really like this house. We’ve just been abroad with the staff. It’s the first time I’ve been on a plane. It was great”. Another person told us “It’s OK here”. People had their medicines at the time they needed them and in a safe way.

There were effective recruitment procedures in place which ensured staff were employed with the appropriate qualifications, skills and experience necessary for them to carry out their role.

There was a complaints procedure in place at the home. The people we spoke with knew what to do if they had any concerns. The provider had systems in place to assess and monitor the quality of service that people received.

People who use the service said staff were helpful and polite, and that they were happy with the service they received. People told us about the jobs they did and some of the activities they enjoyed including the drama group and looking after their pets. People told us they liked the staff team. They said the members of staff who supported them were ‘amazing’ and ‘brilliant’. People said it was a ‘nice place’ to stay and they were ‘happy with everything’.

Surveys showed a high level of satisfaction with the service provided. Comments included ‘we appreciate your care and concern’, ‘as long as he is happy I am confident in his care with you’, and ‘he is happy, safe and secure and enjoys his house’.