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Frontier Support Services Limited - 27-29 Brighton Road Good

Inspection Summary

Overall summary & rating


Updated 25 December 2018

At our previous inspection in February 2016 we found the provider was meeting the fundamental standards. We rated the service ‘good’ overall but ‘requires improvement’ in one key question. At that time we found the service was not following national guidelines on the information that should be recorded in relation to people's medicines. There was no evidence on the files we reviewed that the rationale for the person taking the medicine had been explained to the person and everyone involved in their care. While staff were aware of the medicines people were required to take and in what dosage, they were not always aware of what the medicine was for. At this inspection we found the service had addressed the issues and had significantly improved. Staff received appropriate training and their competencies were assessed. Staff were aware of why people were prescribed medicines and the side effects of the medicines for the people in their care.

Frontier Support Services is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It provides a service for 34 people with a variety of needs including learning disabilities, autism, epilepsy and mental health issues who are living in Croydon, Lambeth, Southwark and Wandsworth. Not everyone using Frontier Support receives a regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. The service was developed and designed before the values that underpin the Registering the Right Support and other best practice guidance was established. However the provider embraces the values that include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen.

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People felt safe with the staff who supported them and staff knew how to safeguard people from abuse and neglect. People received person centred care from appropriate numbers of well trained staff.

Risks relating to people’s care were comprehensively assessed and well managed by staff. Staff understood people’s needs well. People received care from staff who were deemed suitable by the provider which carried out robust recruitment checks.

People received their medicines safely. The provider had good systems in place to review accidents and incidents in order to learn lessons where things went wrong.

The service was effective. Needs assessments for people were holistic and personalised ensuring the resulting care plans were outcome focussed and considered all aspects of their lives in addition to their care needs.

Staff received high levels of support and training to ensure they had excellent skills that met the needs of people. Where people had specialist needs staff were provided with additional training to ensure they could meet people’s needs.

Peoples dietary needs and preferences were clearly identified in their support plans that staff followed closely. People’s dietary needs and preferences were met effectively.

Staff supported people to meet their healthcare needs and supported them to access specialist support and services where this was needed. Records showed staff facilitated people to engage with the community and wider support networks. This helped to ensure all organisations involved in providing support to people worked together in a holistic way.

The provider ensured staff understood the Mental Capacity Act 2005 and that people’s best

Inspection areas



Updated 25 December 2018

The service remained safe.



Updated 25 December 2018

The service remained effective.



Updated 25 December 2018

The service remained caring.



Updated 25 December 2018

The service was exceptionally responsive. People were at the centre of their care and support. They actively participated in the planning and review of their care and their wishes were respected.

People were supported to develop their interests and to engage in a wide range of activities of their choosing. Activities met people�s needs and helped them lead a full life.

People�s relationships with their families, relatives and friends were encouraged and supported by staff where appropriate.

A comprehensive and appropriate complaints process was in place which operated effectively to investigate and respond to any concerns.

An end of life policy and procedure was in place although no-one was receiving end of life care.



Updated 25 December 2018

The service remained well-led.