Community Support Services

Updated 21 May 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

One inspector completed the inspection.

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 because some of the people using it could not consent to a home visit from an inspector.

Inspection activity started on 5 March 2020 and ended on 9 March 2020. We visited the office location on 5 March 2020.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the 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. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with six people who used the service and three relatives about their experience of the care provided. We spoke with 11 members of staff including the service manager, registered manager, community team leaders, community assessment officers and community care workers. We also spoke to a health professional who worked closely with the service.

We reviewed a range of records. This included five people’s care records and multiple medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the registered manager to validate evidence found. We looked at training data and quality assurance records.

Updated 21 May 2020

About the service

Community Support Services is a domiciliary care service providing a reablement service to people living within their own homes in the East Riding of Yorkshire. At the time of inspection, the service was supporting 64 people with personal care and their enablement.

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. Where they do, we also consider any wider social care provided.

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

People were at the heart of the service and received extremely person-centred care. The registered manager’s values and vision for the service was embedded by remarkably committed, loyal, well trained staff. Staff were incredibly passionate and pro-active in recognising people’s diverse needs and supported them to regain control and autonomy over their lives.

There was a solid structure of governance embedded in the service. The registered manager monitored quality and compliance and was supported by the provider and all staff to continually strive for excellence across all areas of the service. Without exception, all feedback received about the support provided to people was extremely positive.

People received extremely high-quality, personalised support from enthusiastic staff who promoted self-esteem and wellbeing. Their individual needs, preferences, future wishes and expectations were fully evidenced in enablement care plans and risk assessments. Staff were very proud to work for the service and said they received superb support from the registered manager and management teams. Complaints procedures were in place and any complaints were fully investigated and resolved wherever possible. People were treated with respect by compassionate and kind staff who demonstrated effective skills in communication.

Staff understood their roles and knew what was expected of them and the principles of keeping people safe. Recruitment checks were in place to ensure staff were suitable to work at the service. Medicines were administered safely, and staff always practiced good infection control procedures.

Staff had received training and support to enable them to carry out their role. People received support on time and their health was well managed. Staff had positive links with health care professionals which promoted people’s wellbeing. 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 said staff were caring and knew their needs very well. Staff clearly understood the importance of supporting them to regain life skills whilst ensuring dignity and respect. We observed many positive interactions where staff maintain people’s independence whilst providing indirect support to aid with their enablement.

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

Rating at last inspection

The last rating for this service was good. (published 18 August 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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.