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Creative Support - Stockton Homecare & Middlesbrough Services Good

Inspection Summary


Overall summary & rating

Good

Updated 21 March 2018

This inspection took place on 20 February 2018 and was announced. The provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure staff would be available to assist with our inspection.

At the last inspection in February 2016 the service was rated Good. At this inspection we found the service remained Good.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to older adults, younger disabled adults and people with mental health conditions. The service also provides care and support to people living in three ‘supported living’ settings, so that they can live in their own home 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. At the time of our inspection 22 people were receiving personal care from the service.

There were two registered managers in place. One registered manager was responsible for the domiciliary care agency part of the service and the other registered manager for the ‘supported living’ part. 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.

Risks to people using the service were assessed and plans put in place to reduce the chances of them occurring. Accidents and incidents were monitored to see if lessons could be learned to improve people’s safety. Medicines were managed safely. People were safeguarded from abuse. People were usually supported by stable staffing teams and support workers they knew. The provider’s recruitment processes minimised the risk of unsuitable staff being employed. Policies and procedures were in place to promote infection control.

Staff completed a wide range of mandatory training and were supported with regular supervisions and appraisals. 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. People received support with managing food and nutrition and to access external professionals to monitor and promote their health.

People described staff as kind and caring and spoke positively about the support they provided. Relatives also spoke positively about the support staff provided. People and their relatives said staff treated people with dignity and respect. People’s independence was promoted. Policies and procedures were in place to support people to access advocacy services where needed.

Care was based on people’s personalised needs and preferences. Policies and procedures were in place to investigate, respond to and learn from complaints. People were supported to access end of life care where needed.

Staff spoke positively about the culture and values of the service and most said it was well-led. People and their relatives knew the names of the registered managers and said they were approachable and easy to contact. The provider and registered managers carried out a number of quality assurance audits to monitor and improve standards at the service. Feedback was sought from people and staff. The registered managers had informed CQC of significant events in a timely way by submitting the required notifications.

Inspection areas

Safe

Good

Updated 21 March 2018

The service remains Good.

Effective

Good

Updated 21 March 2018

The service remains Good.

Caring

Good

Updated 21 March 2018

The service remains Good.

Responsive

Good

Updated 21 March 2018

The service remains Good.

Well-led

Good

Updated 21 March 2018

The service remains Good.