Yourway Support Services Limited is a domiciliary care service registered to provide personal care. The service provides personal care and support to people with a learning disability living in either their own homes or with family members within the Plymouth area.

Yourway Support Services Limited provides care and support to people living in a 'supported living' setting, 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.

The service supports some people on a 24 hour basis and others who may require support with personal care needs at specific times of the day and/or night. At the time of this inspection, eleven people received support with their personal care needs from the agency.

The service had 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 also the provider.

At the last inspection in December 2015 the service was rated Good overall. At this inspection we found the evidence continued to support the rating of Good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

Why the service remained rated Good.

People were safe using the service. People were protected by safe recruitment procedures to help ensure staff were suitable to work with vulnerable people. Sufficient numbers of staff were employed to meet people’s needs. One staff member said; “Yourway always goes the extra mile.”

Peoples’ medicines were managed safely. Staff completed medicines training and understood the importance of safe administration and management of medicines.

People were protected from abuse because staff, who had completed training, knew what action to take if they suspected someone was being abused, mistreated or neglected.

Peoples’ risks were assessed, monitored and managed by staff to help ensure they remained safe. Risk assessments were completed to help support and enable people to retain as much independence as possible and help reduce risks from occurring. Risks associated with people's care and living environment were effectively managed to ensure their freedom was promoted. People were supported by a consistent staff team to help meet their needs. People's independence was encouraged and staff helped people feel valued by supporting people to engage in everyday tasks, for example cooking and shopping.

People received effective care from staff who had the skills and knowledge to meet their needs. Staff confirmed they attended team meetings and they received one to one supervision to monitor their practice with appraisals of performance. Staff without formal care qualifications completed the Care Certificate (a nationally recognised training course for staff new to care). Staff said the Care Certificate training looked at and discussed the Equality and Diversity policy of the company. The PIR (Provider Information Record) recorded; “We engage with and involve customers with the wider community helping raise awareness of dignity, equality and diversity needs.”

People were enabled and supported to lead fulfilling, independent and active lives. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People were supported to reach their go

The inspection took place on 16, 18 and 24 December 2015 and was announced. The provider was given short notice because the location was a domiciliary care agency and we needed to be sure that someone would be present in the office.

Yourway Support Services Limited (Yourway) is regulated by CQC to provide a personal care service to people living in their own home. The service also provides respite, short breaks and enabling services. On the day of the inspection five people were supported by Yourway with their personal care needs.

The service had 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.

On the day of the inspection staff in the office were relaxed, there was a calm, friendly and organised atmosphere. Everybody had a clear role within the service. Information we requested was supplied promptly, records were clear, easy to follow and comprehensive.

People, those who mattered to them, staff and professionals all spoke positively about the service. Comments included, “Very helpful”; “They talk to me with respect”; “They show me what to do”; “They are nice and normal!”; “They help me with my money”; “Staff are good at talking, listening and being friendly”; “They are interested in what I’m saying.”

People told us they felt safe. All staff had undertaken training on safeguarding adults from abuse, they displayed good knowledge on how to report any concerns and described what action they would take to protect people against harm. Staff told us they felt confident any incidents or allegations would be fully investigated.

People were protected by the service’s safe recruitment practices. Staff underwent the necessary checks which determined they were suitable to work with vulnerable adults, before they started their employment. Computer software supported matching staff with the right skills and competencies to people’s needs.

People told us staff provided consistent personalised care and support. Care records were focused on empowering people to have control and choice. Staff responded quickly to people’s change in needs. People and those who mattered to them were involved in identifying their needs and how they would like to be supported. People’s preferences were sought and respected. Staff focused upon a person’s whole life. People’s life histories, strengths, ambitions, hopes and dreams were taken into account, communicated and recorded.

People were promoted to live full and active lives and were supported to go out and use local services and facilities. Activities were meaningful and reflected people’s interests and individual hobbies. People enjoyed an active lifestyle engaging in golf, theatre trips, shopping and sporting opportunities.

People received consistent co-ordinated care when they moved between services. Transitions were planned and involved health and social care professionals, advocates and those who mattered to people.

People where appropriate were supported to maintain a healthy balanced diet. There were opportunities for people to learn to plan meals and shopping lists, budget and develop cooking skills at the service’s “Cook Club.” Those who wanted to attend healthy eating clubs such as “Slimming World” to manage their weight were supported to do this.

People’s risks were anticipated, identified and monitored. Staff managed risk effectively and actively supported people’s decisions, so they had as much control and independence as possible. Positive risk taking was well planned and encouraged to enable people to achieve as much as they were able to. Environmental and health and safety risks were considered so people were safe in their homes.

People had their medicines managed safely. People were supported to maintain good health and had Health Action Plans (HAPs). Referrals were made quickly to healthcare professionals, such as GPs, physiotherapists and occupational therapists when people’s needs changed. Hospital passports were in place should be need to go into hospital, these helped hospital staff have an awareness of people’s needs.

People knew how to raise concerns and make complaints. People who had previously raised concerns confirmed they had been dealt with promptly and satisfactorily. No one we spoke with had complaints and everyone felt confident talking to staff about any issues they might have.

Staff put people at the heart of their work; they were caring, kind and compassionate. Strong, supportive relationships had been developed and practice was person focused and not task led. Staff were highly motivated and committed. Staff understood the importance of respecting people’s individual needs around their privacy and dignity and enabling people to maintain and develop their independence. Staff told us “As a team leader I give 100% to my vocation and lead a team to reach the goals of out valued customers; I run a healthy breakfast walk voluntarily and promote walking all over Plymouth, 3 years and going strong! I promote independence, confidence and self- esteem to all my customers.”

Staff described the management to be very open, supportive and approachable. Staff talked about their jobs in a strong positive manner. All staff told us they felt the service was well run and they loved their jobs. Comments included, “Yourway wouldn’t be what it is today without “X” (the registered manager)”; “They do a really good job” and “I am very happy to be working with a company who are so passionate about person-centred care, they are forward thinking. The company puts their customers and staff first” and “I have worked for the company for five years and I have always been impressed with their attitude to myself…very honest.”

Staff were encouraged to be involved and help drive continuous improvements. Regular feedback was obtained from people and staff. People felt listened to. This helped ensure positive progress was made in the delivery of care and support provided by the service.

There were effective quality assurance systems in place. Action was taken to address areas where improvements were needed, and as a result, changes had been made to drive the service forward. The service celebrated people’s achievement’s and the service proactively looked for development opportunities to continue serving the local population’s health needs.