You are here

Independent Support Outstanding


Review carried out on 4 November 2021

During a monthly review of our data

We carried out a review of the data available to us about Independent Support on 4 November 2021. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.

This could change at any time if we receive new information. We will continue to monitor data about this service.

If you have concerns about Independent Support, you can give feedback on this service.

Inspection carried out on 15 May 2019

During a routine inspection

About the service: Independent Support provides personal care to people living in their own homes which included supported living settings. At the time of our inspection there were 17 people who used the service.

People’s experience of using this service: People and their relatives felt safe using this service. They told us they had high levels of confidence in the staff and were very complimentary about the caring nature of staff. Staff provided significantly high levels of care and support to people.

The service was exceptionally well-led by managers who were motivated to put people at the heart of the service. People and their relatives were highly complimentary about the registered manager. There were extremely effective governance systems in place. The registered manager and the deputy manager were open to new learning and continuously improving the service.

Professionals found the service was highly skilful in partnership working. As a result of the significant partnership working people’s care needs were effectively met. There were enough staff employed by the service to meet people’s needs.

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.

Pre-employment checks were carried out before staff began working in the service. Staff were supported using induction, training and supervision. Staff training included a range of subjects to meet people’s needs including medicines administration and food hygiene. Additional support was provided by the registered manager via an on-call service to staff and relatives.

People were protected from harm by staff who understood what they needed to do if they had any safeguarding concerns. People’s personal risks had been identified and steps put in place to avoid harm.

The provider had systems in place to monitor the service including accidents and complaints.

Staff provided appropriate support to people and did not discriminate against them. They enhanced the quality of people’s lives by assisting them to develop confidence and new skills.

Care plans were updated each week as required and provided the necessary guidance to staff to ensure people received the best of care.

For more details, please see the full report which is on the CQC website at

Rating at last inspection: Good (Last report published December 2016).

Why we inspected: This inspection was carried out in line with our inspection scheduling.

Follow up: We will continue to monitor the service through the information we receive and discussions with partner agencies. Our next inspection will be carried out in line with our inspection scheduling unless information of concern comes to light. Should concerns arise we may bring forward our next inspection.

Inspection carried out on 3 November 2016

During a routine inspection

We inspected the service on 3 November 2016 and the inspection was announced. The provider was given 48 hours’ notice of the inspection. This was because the location provides a domiciliary care service. We needed to be sure that the registered manager would be available to speak with us.

Independent Support provides personal care to adults with a variety of needs living in their own homes. This included people with learning disabilities, younger adults, people with a diagnosis of mental health and older people. At the time of the inspection there were eight people using the service.

At the time of our inspection there was a registered manager in place. It is a requirement that the service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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 and their relatives told us that they felt safe while they received support from staff at Independent Support. Staff understood their responsibilities to protect people from abuse and avoidable harm and to remain safe. There were procedures in place to manage incidents and accidents.

Risks associated with people’s support had been assessed and reviewed. Where risks had been identified control measures were in place to protect people’s health and welfare.

There were enough staff to meet people’s needs. They were recruited following the provider’s procedures to makes sure people were supported by staff with the right skills and attributes. Staff received appropriate support through an induction and regular supervision. There was training available for staff to provide the support that people needed and to update them on safe ways of working.

People received their prescribed medicines from trained staff who were assessed for their competency to give medicines. Guidance was available to staff on the safe handling of people’s medicines.

People were supported to follow a balanced diet. Guidance from health professionals in relation to eating and drinking was followed. We saw that people chose their own meals and were involved in making them.

People were supported to make their own decisions. Staff and the registered manager had an understanding of the Mental Capacity Act 20015 and Deprivation of Liberty Safeguards. Staff told us that they sought people’s consent before providing support. People were supported to maintain their health and well-being. This included having access to healthcare services such as to their GP.

People were involved in decisions about their support. They told us that staff usually treated them with dignity and respect. We saw that people’s records were stored safely and staff spoke about people’s support requirements in private.

People were supported to develop skills to maintain their independence. Care plans contained information about people, their likes, dislikes and preferences.

People were sometimes not supported by staff who they knew well. They sometimes had to wait for staff to arrive and some people had experienced times when they did not receive support as staff had not arrived.

People and their relatives knew how to make a complaint. The complaints procedure was available, including in an easier to read format, so that people knew the procedure to follow should they have wanted to make a complaint. However, some people felt that their complaints were not listened to.

People and staff felt the service was well managed. The service was led by a registered manager who understood their responsibilities under the Care Quality Commission (Registration) Regulations 2009. Staff felt supported by the registered manager.

People and their relatives had opportunities to give feedback about the quality of the service that they had received. Systems and processes were in place so that checks were carried out on the quality of the service that was delivered.