Humbercare Ltd, Hull Head Office provides help and support to adults with a variety of complex needs who may need an intensive care and support package to maintain independence to people living within the local community. Services provided include assistance with personal care, help with domestic tasks and carer support to people living in their own homes in areas of the City of Hull.

At the last inspection, the service was rated Good.

At this inspection we found the service remained Good.

People who used the service were supported by staff who understood the importance of protecting them from harm. Staff had received training in how to identify abuse and report this to the appropriate authorities. Staff were recruited in a safe way and all checks were in place before they started work. The staff had received an induction and essential training at the beginning of their employment and we saw this had been followed by periodic refresher training to update their knowledge and skills. People were supported by sufficient numbers of staff.

People who used the service were supported to access health care professionals when needed and were supported to have maximum choice and control over their lives. Staff supported people in the least restrictive way possible; the policies and procedures within the service supported this practice.

Staff had a good understanding of people’s needs and were kind and caring. There was a strong emphasis on key principles of care such as compassion, inclusion, respect, dignity and enablement. The service developed and maintained strong links with external organisations and within the local community. Complaints were investigated and resolved wherever possible to the complainant’s satisfaction.

People who used the service, and those who had an interest in their welfare and wellbeing, were asked for their views about how the service was run and the care they received. Regular audits were carried out to ensure the service was safe and well run.

Further information is in the detailed findings below.

This inspection was announced and took place on 12 and 13 February 2015.

Hull Head Office is a service set up to support people to reintegrate back into the community following long stays in hospital or prison. There are currently 12 people using the service.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have a legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were cared for by staff who understood they had a duty to protect them from harm or abuse and a duty to report any abuse they may witness or become aware of. Staff had also received training in how to recognise abuse and how to ensure this was reported effectively.

Staff had been recruited safely; this meant people who used the service were not exposed to staff who should not be working with vulnerable adults. The registered provider had undertaken assessments in areas of daily living which posed a risk to the person, members of the public and staff; they had ensured systems were in place to protect all those who were at risk of harm.

Staff understood the needs of the people who used the service and how they were to support them to integrate back into the community. People’s care needs were well documented and plans were in place which instructed staff in how best to meet these.

Staff had received training which equipped them to meet the needs of the people who used the service; staff also received supervision and support to enable them to gain further qualifications and experience. People’s human rights were protected by staff who had received training in the Mental Capacity Act 2005 (MCA). People who used the service were supported to make comments about the service and to raise concerns and complaints when they felt this was necessary.

Staff supported people to maintain a healthy lifestyle. This included eating healthily and support with any lifestyle choices which may be detrimental to their health; for example, excessive alcohol consumption or drug addiction.

The registered provider had systems in place which monitored the performance of the service and how it was meeting the needs of the people who used it. The service had been assessed and had undergone audits from external sources; the registered provider had used their suggestions to improve the service. People who used the service were also consulted about how it was run, as were health care professionals involved in their care and support. All comments were analysed and actions put in place to address any concerns or shortfalls. The registered manager was expected to undertake audits of the service to address any issues and implement new ways of working. Meetings were held to ensure all staff at all levels were kept up to date with any new ways of working.