Archived: Creative Support - Burnley Personalised Services

Updated 28 January 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave a short period notice of the inspection. This was because it is a small service and we needed to be sure the registered manager would be in the office to support the inspection.

Inspection activity started on 6 January 2020 and ended on 7 January 2020. We visited the office location on both days.

What we did before the inspection

We reviewed information we had received about the service since it was registered and sought feedback from the local authority. The provider was not asked to send us a provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make.

During the inspection

We visited the office and spoke with the registered manager, the support coordinator, the unit business manager and two members of staff. We also spoke with one person using the service and one relative over the telephone.

We reviewed a range of records. This included one person’s care records and associated documentation. We looked at the staff training records and a variety of records relating to the management of the service, including policies and procedures.

After the inspection

We continued to seek clarification from the provider to validate evidence found. The registered manager sent us a draft care plan and risk assessment document.

Updated 28 January 2020

Creative Support - Burnley Personalised Services is a domiciliary care agency that is registered to provide personal care to people living in their own homes. At the time of the inspection, one person was receiving a service from the agency. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating.

People’s experience of using this service and what we found

Staff understood how to protect people from harm or discrimination and had access to safeguarding adults’ procedures. However, the provider had failed to notify the local authority of allegations of abuse. This meant the allegations had not been investigated in line with established procedures. There were sufficient numbers of staff deployed to meet people's needs and ensure their safety. The staff carried out risk assessments, however, the assessments did not always provide staff with information about how to manage specific risks. People were protected from the risks associated with the spread of infection. Staff were not supporting people with the administration of their medicines. The provider had a recruitment procedure, however, they had not recruited any new staff since the service had been registered.

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’s needs were assessed prior to them using the service. The provider had arrangements for the induction of new staff and provided regular training updates for existing staff. Staff felt well supported by the management team. People were supported to access healthcare services, as appropriate.

A person and their relative told us staff were kind and caring. People and where appropriate their relatives had been consulted about their care needs and had been involved in the local authority’s care planning process. Staff worked in respectful ways to maintain people's privacy and dignity. Staff were motivated and demonstrated a commitment to providing dignified and compassionate support. People were supported and encouraged to pursue activities of their choice. People and their relatives had access to a clear complaints’ procedure.

Whilst the provider had established quality assurance systems, they had failed to identify safeguarding adults’ procedures had not been followed appropriately. The management team were committed to the ongoing development of the agency and assured us the necessary improvements would be made to the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 09/01/2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date the agency first registered with CQC.

Enforcement

We have identified one breach of the regulations in relation to the failure to report allegations of abuse to the local authority at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.