Background to this inspection
Updated
18 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 provides care and support to people living in a ‘supported living’ setting, so they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.
The service had a manager registered with the Care Quality Commission. This means 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. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection. We spoke with staff on the telephone on the 4 December 2019 and visited the office location on the 6 December 2019. Due to personal circumstances we were not able to speak with relatives until 18 December.
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 Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used all of this information to plan our inspection.
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
During the inspection
During the inspection, we spoke with two relatives of one person who used the service, as the person was unable to communicate with us themselves. We also spoke with five members of staff including the provider, the compliance manager and three support workers.
We reviewed a range of records. This included one person’s care file and medicine administration records. We also examined a variety of records relating to the management of the service, including quality assurance processes and staff supervision and training records.
Updated
18 January 2020
About the service
Complete Support Care Service provides care and support for people with a learning disability or autistic spectrum disorder, younger adults and older people. The service provides care and support to people living in 'supported living' settings.
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. At the time of our inspection, the service was supporting seven people, but only one person received support with personal care.
The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.
People’s experience of using this service and what we found
Staff understood their roles and responsibilities to safeguard people from the risk of harm. People’s medicines were managed in a safe way. People’s risks were assessed at regular intervals or as their needs changed. Care plans informed staff how to provide care that mitigated people’s known risks.
Staff were recruited using safe recruitment practices. Pre-employment checks were carried out to ensure that only suitable staff were employed. There were enough staff to meet people’s care needs.
Staff received training to enable them to meet people’s needs and were supported to carry out their roles. Staff were happy working at Complete Care Support Service and were proud of their relationships with the people they supported.
People were supported to access health care services when needed. People received the support they needed to meet their nutritional needs.
People received care from staff they knew. Staff had a good understanding of people's needs, choices and preferences. People were encouraged to make decisions about how their care was provided and their privacy and dignity were protected and promoted.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People were involved in the planning of their care which was person centred and regularly reviewed. People were supported to express themselves, their views were acknowledged and acted upon. There was a complaints system in place and people were confident that any complaints would be responded to appropriately.
The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.
The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.
The registered manager was also the provider. They were involved in all aspects of the running of the service and had suitable processes in place to monitor and develop the safety and quality of the service.
The provider carried out regular audits of the quality of the service, identifying issues and making changes to improve the care and to help people to achieve their goals.
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 6 December 2018, and this is the first inspection.
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.