Community Support Services

Updated 25 May 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team: This inspection was carried out by one inspector.

Service and service type: Community Support Services provides personal care to older and younger adults, living with physical disability, mental health conditions and learning disabilities living in their own houses or in supported living accommodation. At the time of our inspection eight people were being supported in their own houses and twelve people were being supported in supported living accommodation.

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 the service 48 hours’ notice of the inspection visit because it is small, and the manager is often out of the office supporting staff or providing care. We needed to be sure that they would be in.

Inspection site visit activity started on 29 March 2019 and ended on 1 April 2019. We visited the office location and supported living houses on 29 March and 1 April 2019 to see the manager and staff; and to review care records and policies and procedures.

What we did: 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. The provider returned the PIR and we took this into account when we made judgements in this report. We reviewed other information that we held about the service such as notifications. These are events that happen in the service that the provider is required to tell us about. We contacted Healthwatch Leicestershire. Healthwatch is an independent consumer champion created to gather and represent the views of the public. Healthwatch plays a role at both national and local level and makes sure that the views of the public and people who use services are considered. We also contacted the local authority for feedback.

During the inspection we spoke with four people who use the service and two relatives of people who use the service. We had discussions with six staff members including the registered manager, the service manager, the head of adult care services and three care and support staff. We also spoke with three care commissioners from the local authority.

Updated 25 May 2019

About the service: Community Support Services provides personal care to older and younger adults, living with physical disability, mental health conditions and learning disabilities living in their own houses or in supported living accommodation.

People’s experience of using this service:

People received outstanding care from staff who were kind, compassionate and passionate in supporting them to live fulfilling lives. Person centred care was promoted and encouraged, and independence was embedded in planning and practice. People were actively involved and supported to be part of the community. The service had provided training and voluntary opportunities to provide people with skills and experience to support them into employment.

People were supported and empowered to be fully involved in their care. Where people had communication difficulties, the service adapted to the individual to ensure people were included and listened to and able to express themselves. People’s choices, lifestyle, religion and culture as well as their personal and health care needs were all included in the care planning process. The service worked in partnership with health care professionals to ensure timely access to health care services.

People’s needs were met by good planning and coordination of care. Admission into the service was well planned with the management and staff team working in partnership with people, their family and professionals to ensure a smooth transition. People were engaged in regular reviews of their care and changes in need were recognised promptly and communicated effectively. A well-managed complaints procedure was in place and people felt confident that problems would be responded to appropriately.

People received safe care. Risk assessments were reviewed regularly to ensure safe care, and people were included in the risk assessment process, positive risk taking was supported. Staff were well trained and could recognise signs of abuse and knew how to report it. Safe recruitment procedures meant that only suitable staff were employed. People were actively involved in the recruitment process and formed part of the interview panel. Staff training schedules meant people could be assured staff had the knowledge and skills to do their job. Medicines were managed safely. Staff used protective personal equipment (PPE) to prevent the spread of infection this included gloves, aprons and hand gels.

The provider, management team and staff had developed an open and honest culture, people and staff found them friendly and supportive. The registered manager was an active part of the team, this along with robust quality monitoring processes meant they maintained good oversight of the service. The registered manager encouraged continuous learning and ensured that the service continued to evolve to meet people’s needs. The staff and management team worked in partnership with people, their family and professionals to achieve positive outcomes for people.

People received care in line with the law and guidance and were supported in the least restrictive way possible. The service worked closely with advocacy services to support people when needed.

Rating at last inspection: The service had changed provider, this was a first comprehensive inspection.

Why we inspected: This was a scheduled first inspection. The service is rated good overall.

Follow up: We will continue to monitor the service through the information we receive until we return to visit as per our re-inspection programme. If any information of concern is received, we may inspect sooner.

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