Voyage (DCA) Solihull and Birmingham provides care and support to people living in 12 ‘supported living’ settings, so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

Not everyone using Voyage (DCA) Solihull and Birmingham receives a regulated activity. CQC only inspects the service being received by people provided with ‘personal care’, that is, help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of our inspection, 23 people were being supported with personal care at 12 separate addresses in Solihull and Birmingham. Seven people were being supported in their own homes and 16 people were being supported in shared houses.

At the last inspection in December 2015, the service was rated Good overall and in safe, effective caring, responsive and well-led. At this inspection we found the service remained Good in safe, effective, caring, responsive and well-led. The overall rating remains Good.

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.

The Registered manager was not available at the time of our inspection. An acting manager had been appointed to manage the service in the absence of a registered manager, supported by the deputy manager and the operations manager.

Since our previous inspection in October 2015, we have reviewed and refined our assessment framework, which was published in October 2017. Under the new framework certain key areas have moved, such as support for people when behaviour challenges, which has moved from Effective to Safe. Therefore, for this inspection, we have inspected all key questions under the new framework, and also reviewed the previous key questions to make sure all areas were inspected to validate the ratings.

People were protected from the risks of abuse because support workers received training in safeguarding and understood their responsibility to report any concerns. The provider checked support workers were suitable for their role before they started working for the service.

People’s support plans explained the risks to their individual health and wellbeing and the actions to support them were agreed with the person, their representative and healthcare professionals. People had health action plans and were supported to obtain healthcare services when required.

The provider made sure there were enough support workers, with the right skills and experience to support people effectively, and in line with their agreed support plan. People were supported to eat and drink enough to maintain a balanced diet that met their preferences.

People were supported to have maximum choice and control of their lives and support workers supported them in the least restrictive way possible; the policies, procedures and staff training supported this least restrictive practice.

Relatives felt that people were supported by staff who genuinely cared for their relations as individuals. Support workers understood people’s diverse needs and interests and encouraged them to maintain their independence according to their wishes and abilities.

Support workers were happy working for the service. People were supported and encouraged to maintain their interests and links with the local community according to their daily preferences. Support workers respected people’s right to privacy and supported people to maintain their dignity.

Relatives could be confident any complaints and concerns they raised wo

We carried out this inspection on 21 October 2015. We told the provider we were coming 48 hours before the visit so they could arrange for staff to be available to talk with us about the service.

Voyage Care Agency is a domiciliary care agency which provides personal care support to people in their own homes and to some people in a supported living environment. At the time of our visit the agency supported eight people with personal care. People who used the service had a variety of care needs. Some people had 24 hour live in support workers and some people had occasional care calls. The agency provides support to people with learning disabilities.

The service has a registered manager. 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 registered manager was in place and had been since August 2014.

Relatives told us they felt their family members were safe using the service. Support workers had a good understanding of what constituted abuse and referrals were made to the local authority when safeguarding concerns were raised.

Checks were carried out prior to support workers starting work to ensure their suitability to work with people who used the service. Support workers received an induction to the organisation, and a programme of training to support them in meeting people’s needs effectively.

Support workers understood the principles of the Mental Capacity Act (MCA), and gained people’s consent before they provided personal care.

People who required support had enough to eat and drink during the day and were assisted to manage their health needs.

People had support workers they were familiar with, who arrived at the expected time and completed the required tasks. There were enough staff to care for people they supported.

Relatives told us support workers were kind and caring and had the right skills and experience to provide the care their family member required. People were supported with dignity and respect.

Care plans contained relevant information for support workers to help them provide personalised care including processes to minimise risks to people’s safety. People received their medicines when required from staff trained to administer them.

People knew how to complain and could share their views and opinions about the service they received. Support workers were confident they could raise any concerns or issues with the registered manager knowing they would be listened to and acted on.

There were processes to monitor the quality of the service provided and understand the experiences of people who used the service. This was through regular communication with people and staff, including surveys. There were other checks and audits, which ensured support workers worked in line with policies and procedures.