Background to this inspection
Updated
19 December 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. 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
This inspection was conducted by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses.
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. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.
What we did before the inspection
Before the inspection, we reviewed all the information we held about the service including information about important events which the service is required to tell us about by law. We requested and received feedback from other stakeholders. These included the local authority safeguarding team and commissioning team and Healthwatch Bradford. 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 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. We used all of this information to plan our inspection.
During the inspection
During the inspection, we spoke with four people using the service and four relatives of people using the service. We spoke with seven staff members; this included the registered manager, team leaders, care workers and IT officer. We received feedback from one healthcare professional who regularly works with the service. We looked at care records for three people using the service including medicine administration records. We looked at training, recruitment and supervision records for three staff. We also looked at various policies and procedures and reviewed the quality assurance and monitoring systems of the service.
After the inspection
We exchanged emails with the registered manager for additional evidence. This information was used as part of our inspection.
Updated
19 December 2019
About the service
Creative Support – Bradford Service is a domiciliary care agency providing personal care to people living in their own homes. 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 the inspection the service was providing personal care to 44 people, some of them living with dementia or a mental health condition, and people with a learning disability.
People’s experience of using this service and what we found
The service continued to have an exceptional positive impact on people’s lives. People and relatives consistently shared very positive feedback about staff being extremely kind, “going the extra mile” and respecting people’s wishes. We also found several examples of people’s independence being extremely valued and promoted though the delivery of a flexible and person centred service.
People felt safe with the service provided. Accidents and incidents were recorded, investigated and analysed by the registered manager and changes implemented when required.
Risk assessments were in place to identify and manage risks to people and staff. There was after-hours support to assist staff when working on their own and out of office hours. Staff were knowledgeable about identifying and reporting safeguarding concerns.
Medication was administered safely.
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 received support to maintain good nutrition and hydration and their healthcare needs were
understood and met. The provider kept in close contact with relevant healthcare professionals.
The provider completed person centred assessments and care plans were updated in response to changes.
People and family members knew how to make a complaint and they were confident that their complaint would be listened to and acted upon quickly.
The service was going through organisational changes and the provider had developed plans to manage these changes. There was a clear vision about the quality of care the provider wanted to provide and there was an open and person-centred culture in the organisation.
Staff told us the provider was a considerate employer and how they appreciated the career development opportunities offered to staff. The service communicated well and consulted with people, relatives and staff.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published in 19 April 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.