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Care Services

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Arrow Support Limited, The Business Centre, 2 Cattedown Road, Plymouth.

Arrow Support Limited in The Business Centre, 2 Cattedown Road, Plymouth is a Homecare agencies specialising in the provision of services relating to caring for adults over 65 yrs, caring for adults under 65 yrs, caring for children (0 - 18yrs), dementia, eating disorders, learning disabilities, mental health conditions, personal care, sensory impairments and substance misuse problems. The last inspection date here was 27th September 2017

Arrow Support Limited is managed by Arrow Support Limited.

Contact Details:

    Address:
      Arrow Support Limited
      Office 19
      The Business Centre
      2 Cattedown Road
      Plymouth
      PL4 0EG
      United Kingdom
    Telephone:
      01752546263

Ratings:

For a guide to the ratings, click here.

Safe: Good
Effective: Good
Caring: Good
Responsive: Good
Well-Led: Good
Overall: Good

Further Details:

Important Dates:

    Last Inspection 2017-09-27
    Last Published 2017-09-27

Local Authority:

    Plymouth

Link to this page:

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Inspection Reports:

Click the title bar on any of the report introductions below to read the full entry. If there is a PDF icon, click it to download the full report.

7th August 2017 - During a routine inspection pdf icon

Arrow Support Limited provide personal care and support to people who have general health and mental health care needs and who may have a learning disability. The support is provided to people who live in their own homes in Plymouth and the surrounding area. The office is accessible to people with mobility difficulties and there are car parking facilities close by. At the time of this inspection Arrow Support Limited was supporting 17 people with personal care needs. Packages of care varied from daily visits to 24 hour care. Some people had 24 hour care packages. The service has been registered with the Care Quality Commission for nine years.

Some of the people who lived in the home had limited communication and mental health needs so we spoke to some people and also used observations to understand people.

At the last inspection, the service was rated Good.

At this inspection we found the service remained Good.

Why the service is rated good:

There is a registered manager in post who was also the provider. 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 management team were committed to providing a high quality effective service to people. They did this by supporting staff well, listening to people’s views using their preferred means of communication and looking at ways to continually improve. One person said, “It’s a very good service, they do everything for me well.” A relative told us, “They are absolutely marvellous. We had an agency before who were a nightmare. With Arrow you couldn’t ask for more. I can’t speak highly enough of them.”

The registered manager/provider and management team aimed to provide a service which met people’s emotional needs as well as supporting people with physical tasks. They aimed to ensure people with mental health and physical needs were empowered to live a fulfilling life in the way they chose. This included ensuring people could access the community and do activities and hobbies they enjoyed safely by reducing barriers and supporting them in a very person centred way. For example, one person with physical disabilities was able to continue enjoying nightclubs and DJing because support workers had thought about how they could ensure easy access by contructing a DJ booth. People told us they appreciated the visits and support from support workers who were always cheerful. One person said, “They are nice. They listen to me and know what I need.”

All staff were well motivated and committed to providing a service that was very personalised to each individual. People were fully involved in planning their care and support and care plans were very comprehensive to make sure staff had all the information required to support the person. People not only had input into their care plans but used ways to communicate their content that worked for them. For example, some people had videos and arts and crafts incorporated into their plans, making them a project they enjoyed doing with support workers. This helped to make sure people got the support they wanted in a way that suited them.

There were quality assurance systems which monitored standards and ensured any shortfalls were addressed. People and staff felt listened to and said they could speak with a member of the management team at any time. The deputy manager said, “It’s good to bounce ideas off each other. When the registered manager went on leave, the systems worked and we felt confident keeping the agency running well.” Any complaints made were fully investigated and treated as learning to enable the service to improve.

People received effective, safe care which met their individual needs and preferences. People told us the service was flexible and

17th February 2015 - During a routine inspection pdf icon

We carried out this inspection on 17 February 2015. The inspection was announced. We last inspected Arrow Support in February 2014, there were no concerns identified at that time.

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.

Arrow Support Limited is a domiciliary care service that provides care and support to people in their own homes. This includes people with general health needs, mental health needs, acquired brain injuries and learning disabilities. The care ranges from a few hours of support a week up to 24 hour care for people in supported living. A supported living service is one where people live in their own home and receive care and support in order to promote their independence. People have tenancy agreements with a landlord and receive their care and support from the domiciliary care agency. As the housing and care arrangements are separate, people can choose to change their care provider without losing their home.

We visited by agreement, people living in a house where supported living support was being provided by this service. This was a shared house where people had their own bedrooms and shared the other parts of the house with staff supporting them throughout the 24 hour period.

People told us they “trusted” the care staff who supported them and felt they were safe. One commented, “They look after me well. They make me feel calm and happy in stressful situations.” Staff were confident about the action to take if they had any safeguarding concerns and were confident the registered manager would follow up any worries they might have. Risk assessments clearly identified any risk and gave staff guidance on how to minimise the risk. They were designed to keep people and staff safe while allowing people to develop and maintain their independence.

People were supported by stable and consistent staff teams who knew people well and had received training specific to their needs. People were involved in recruiting and choosing the staff who supported them. Efforts were made to match staff with people by identifying any shared interests and hobbies.

Staff told us they enjoyed their work and were well supported through supervision, appraisals and training. The registered manger and quality manager spoke highly of the staff team describing them as committed and enthusiastic in their approach to their work.

Staff had high expectations for people and were positive in their attitude to support. They helped people set goals and found innovative ways to work towards achieving them. Staff were respectful of the fact they were working in people’s homes. The service offered flexible support to people and were able to adapt in order to meet people’s needs and support them as they wanted.

Care plans varied in the depth and quality of information they contained. While some clearly guided staff in how to support people well at various times of the day and in different situations others were brief and uninformative.

The management team had a clear set of values which was also apparent in our discussions with staff. People and staff told us they felt involved in the development of the service and that management listened to any ideas and suggestions they had and took them on board. A quality group had been established with representatives from management, staff and people who used the service.

19th February 2014 - During a routine inspection pdf icon

Arrow Support Services provided care and support to around fifty people in their own home. Care packages ranged from a number of hours a week to full-time care.

We talked with people who told us that they were 'very happy with the care they received' and also said that the staff had 'really helped me become more independent and confident'. People we spoke with told us that staff always respected them and asked their permission before they undertook any care. We saw evidence in care records that people were involved in the development of care plans and that these were personalised and supported people to maximise their independence. We saw evidence of high levels of satisfaction from people in annual surveys.

We reviewed rotas which showed that there were adequate numbers of skilled and experienced staff. Staff were supported to undertake additional vocational qualifications as well as training on specific needs.

We saw evidence that the provider worked with other health and social care providers involved in a person's care to ensure the person's needs were met.

The provider had a number of approaches to monitor the quality of services provided. These included an annual survey of people and their relatives, monthly quality assurance phone calls and six monthly audits of services. The provider also had systems for managing complaints, incidents and accidents which included undertaking actions to reduce the likelihood of recurrence.

13th March 2013 - During a routine inspection pdf icon

People told us staff treated them kindly and with respect. They said they were supported to live their life as they choose. Comments included, “It’s a very good service and they get you out and about” and “The carers are kind and respectful. They always care and treat him well.”

We found that each person had an assessment and care plan that guided staff in how to meet the person’s needs. People said, “They support me with cooking and going out” and “I like that the staff are consistent.”

We found that the service had systems in place to safeguard vulnerable people from the risk of harm and abuse. These included training and policies and procedures.

We found that staff had access to induction, training, support and supervision, which enabled them to feel skilled and confident when supporting people.

We found that the service had a quality assurance system that included audits and seeking people’s views. People told us they were asked their views about the quality of the service provided and that these were listened to.

 

 

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