Archived: Creative Support - Harrow Service

During the inspection we spoke with nine people who used the service, four members of staff and the registered manager.

Below is a summary of what we found. The summary describes what people using the service, their relatives and the staff told us, what we observed and the records we looked at.

If you want to see evidence that supports our summary please read the full report.

Is the service safe?

Those using the service told us that they felt well supported and safe being cared for by the service. We saw interactions between staff and those using the service and saw that they were conducted in a caring manner.

Staff were clear about their roles and responsibilities and felt well supported by management staff. The management team had systems in place to support workers.

Staff understood their role in safeguarding the people whom they supported and reporting any concerns they had to the manager. We saw there was appropriate and concise advice available for staff to refer to if they had safeguarding concerns. We also saw that this was available out of hours and staff knew senior support was available if required.

The service had systems in place to identify assess and manage risks relating to the health, welfare and safety of people who used the service.

Equipment used by the staff to care for people was appropriate for their needs. Staff we spoke to had received training on how to use each piece of equipment prior to use.

Is the service effective?

Risk assessments had been carried out where necessary. Care plans had been regularly reviewed with involvement from people and those who were important to them.

We saw minutes from staff meetings and saw that staff communicated between each other. They were guided by an effective system of documentation that ensured that there was continuity in the care that was delivered.

Is the service caring?

People took part in a variety of activities of their choice. Staff made sure that people were supported to take part in activities. Where people took part in activities without direct support or supervision we found that these were assessed appropriately for their risk.

We saw that staff communicated with people who used the service in a warm and friendly manner. We saw staff deliver care as people wished it to be delivered and promoted independence as much as possible.

Is the service responsive?

People received individualised care that was responsive to their interests and preferences. People's care and health were monitored closely, this included health screening that was appropriate. Written notes about people's health and care were completed by staff.

People's health, safety and welfare were protected and equipment to meet their care needs was provided if they required it.

We saw clear documentation that demonstrated that when people's needs changed, alterations were made to the way they were cared for.

Is the service well-led?

The service had an experienced team who led the service. Monitoring checks of the quality of the service were carried out. Staff meetings took place regularly so staff views about the service were taken into account.

Those using the service felt the manager was approachable and would resolve issues if they arose.

Care staff we spoke with were aware of the importance of treating people with respect and ensuring that people were always given a choice. Staff told us that they encouraged people to be independent as much as possible.

The care of people had been assessed and care plans prepared. These were agreed and signed by people who received care.

People we spoke with were positive about care staff and indicated that they were reliable and competent.

We saw evidence that there were enough qualified, skilled and experienced staff to meet people's needs. Staff we spoke with told us that there were enough staff and they had not experienced issues in respect of staff shortages.

Staff we spoke with told us that they felt supported by management and felt comfortable raising concerns with them. Staff said that the provider encouraged them to develop their skills and gain further qualifications relevant to their role.

We observed that the provider had an effective system to assess and monitor the quality of service that people received.

Records were accurate and fit for purpose and could be located promptly when needed.