Quality Checker Report: United Response 27 Brockleaze, Neston

Healthwatch Wiltshire and Wiltshire People First carried out a Quality Checker visit to United Response at 27 Brockleaze, Neston, on 19 August 2015. The service provided accommodation and support for three adult men with learning disabilities, one of whom was also living with dementia. The visit involved two volunteer quality checkers, a Wiltshire People First supporter, and a Healthwatch staff member. 

During the visit, the team spoke with a member of staff and met two residents who were at home at the time. The residents had limited verbal communication, so direct feedback was difficult to obtain. Staff used methods such as Makaton and picture-based communication to support residents in expressing their preferences and making choices. 

The service was found to be generally accessible, although the physical design of the property presented some limitations. There was a ramp to one entrance and the bathroom and kitchen were accessible, but narrow doorways and a step at the top of the ramp could make access more difficult for people using wheelchairs or mobility aids. The visiting team did not see any easy-read plans, menus, or other accessible written information displayed within the home.

Staff were observed to be friendly, respectful, and attentive to residents’ needs. The quality checkers noted that staff communicated patiently, sought residents’ consent before entering private areas such as bedrooms, and provided support in a dignified manner. One example involved a staff member discreetly reminding a resident to return to the bathroom to flush the toilet and wash his hands.

The team felt that residents were treated with dignity and respect. They were particularly pleased that staff would not allow access to the bedroom of a resident who was not present to give permission. The visit also suggested that residents were supported to exercise choice and control over their daily lives. For example, one resident used picture cards to communicate preferences, and staff reported that residents chose their own bedtimes and decided whether or not to participate in activities such as cooking, gardening, and household tasks. 

The home was described as clean, pleasant, and homely. Staff maintained daily diaries for each resident to record activities, meals, and other important information. This was seen as particularly valuable because of the residents’ limited communication abilities and helped ensure continuity of care between staff shifts. 

The service also demonstrated awareness of individual needs. Visitors were generally asked to telephone in advance before arriving, as one resident found unexpected visits difficult to manage. The report also noted that one resident had access to an independent advocate. 

Overall, the quality checkers concluded that United Response provided a friendly, supportive, and homely environment where residents were treated with respect and encouraged to make choices about their daily lives. The team considered it a pleasant place to live and did not identify any significant concerns. No major improvements were recommended, and the report concluded that the service appeared to be providing good-quality care for its residents.