Background to this inspection
Updated
21 June 2018
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
We gave the service 24 hours’ notice of the inspection visit because it is a small service and we needed to be sure that the registered manager was available. The inspection was carried out by one adult social care inspector. Inspection activity started on 30 April and ended on 18 May 2018. We visited the office location on 10 & 15 May 2018.
At our visits to the office we spoke with the registered manager, two senior care coordinators, and five care staff. We looked at the care records for six people who used the service and recruitment records for five staff. We also looked at records of staff training, records around how complaints were managed and how the registered provider checked the quality of the service. We saw the results of the provider’s annual survey to people who used the service, their relatives and other stakeholders.
We visited four people in their own homes to seek their feedback. We had gained people’s permission before we visited to check they were happy with us visiting. We did not observe any personal care practices. We spoke with a further five people in the communal dining room.
Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We also contacted the Local Authority commissioning and social work teams and local health care professionals for their views of the service. We used a planning tool to collate all the information held on the service.
Updated
21 June 2018
This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.
Creative Support are registered to offer personal care in people’s own homes 24 hours a day within Monkwray Court Extra Care Housing development. Monkwray Court is a purpose built Extra Care Housing development of 47 flats and houses, with the premises and tenancies managed by Anchor Housing. Creative Support has an office located within extra care housing development. When we inspected 24 people were receiving support from Creative Support ranging from a few hours a week up to several hours per day. Creative Support are termed the preferred provider for the housing scheme, as people can chose to use other agencies to deliver personal care.
At the last inspection in July 2015 the service was rated Good. 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 is rated Good.
Everyone we spoke to told us that this was a very good service. People using the service told us it was reliable and that staff were very caring, respectful and enthusiastic about their jobs.
People remained safe using the service. People were protected by safe recruitment procedures to help ensure staff, were suitable to work with vulnerable people. Staff confirmed there were sufficient numbers of staff to meet people's care needs, and support them with additional support including activities.
People's 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.
People continued to receive care from staff who had the skills and knowledge required to effectively support them. Staff had completed safeguarding training and the Care Certificate (a nationally recognised training course for staff new to care).
People were supported to access health care professionals to maintain their health and wellbeing. People's nutritional needs were met because staff followed people's support plans to make sure people were eating and drinking enough, and potential risks were known.
People were enabled and supported to lead fulfilling, independent and active lives. They 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 received information in a format suitable for their individual needs.
People's human rights were protected because the registered manager and staff had an understanding of the Mental Capacity Act 2005 (MCA). Throughout the inspection we saw evidence of how the provider and staff understood and promoted people's rights as equals regardless of their disabilities, backgrounds or beliefs.
Risks associated with people's care and individual living environment were effectively managed to ensure their freedom was promoted. People were supported by a consistent team of staff to help meet their needs.
People's independence was encouraged and staff helped people feel valued by engaging in everyday tasks where they were able, for example helping prepare meals. If people found it difficult to communicate or express themselves, staff showed patience and understanding.
People continued to receive a service that was caring. Staff showed kindness and compassion for people through their conversations and interactions. There was a positive atmosphere created by the staff team: staff enthusiasm and laughter was a key feature of the service.
The service remained responsive to people's individual needs and provided personalised care and support. People were able to make choices about their day to day lives. The provider had a complaints policy in place and the registered manager confirmed any complaints received were fully investigated and responded to.
The service continued to be well-led. People used a service where the registered manager's values and vision were embedded into the service, staff and culture. There was an open culture, and people and staff said they found access to the office and management team welcoming and easy. Staff, were positive and happy in their jobs and were very supportive of each other and the well-being of both people using the service and other staff members.
The provider had systems in place to monitor, assess and improve the service. There was a clear organisational structure in place. The management team and staff continue to find ways to improve the service and remain driven by their passion for caring for people, including those with dementia. The vision and the value of the service to 'enable people to live as they choose' remain embedded in the service.
Further information is in the detailed findings below.