All inspections: Creative Support – Carlisle Services

This assessment was carried out between 20 August and 21 October 2025. Site visits took place on 27 August and 7 October 2025. This assessment included more than one Assessment Service Group (ASG). Separate judgements and ratings have been applied for each ASG assessed. It was the first inspection of Creative Support – Carlisle Services, which is a supported living service registered to provide personal care. The service offers personalised support, helping people live as independently as possible in their own homes. CQC only inspects where people receive personal care. For these people, we also consider any wider social care provided. Edenvale is the name of the supported living service in which 3 people were supported with personal care. We spoke with these 3 people. As part of our overall inspection of Creative Support – Carlisle Services, including the homecare ASG and supported living service combined, we spoke with 12 people who were using the service and 13 family members. We spoke with various staff members and healthcare professionals too.

This was the first inspection of this service, meaning there was no previous CQC rating. There was an interim registered manager in place. The registered manager was also responsible for a service in Bolton and managed the working week between both services.

There were processes in place for a local management team to support the staff team day to day however, we found an overall lack of support and oversight by the registered manager due to the distance and commitments to their permanent role. Whilst visiting professionals commented positively on the care staff provided, they also expressed concern at the lack of management support and oversight.

Staff had a good understanding of people and were able to mitigate known risks. However, while staff, relatives, and healthcare professionals confirmed that the provider had systems and processes in place for responding to incidents and accidents, they were not always involved in these processes or fully assured that they were consistently followed. Additionally, learning from incidents was not always shared effectively. Staff did not always receive regular supervision and support.

Care plans were person centred and detailed. Staff completed pre-assessments and risk assessments were in place. The staff team promoted and encouraged activities that achieved good outcomes and improved people’s quality of life. They were caring, kind and compassionate and promoted people’s dignity. They discussed people’s plans for the future and documented their preferences.

Our assessment was carried out between 20 August and 21 October 2025. Our site visits took place on 27 August and 7 October 2025. This assessment included more than one Assessment Service Group (ASG). Separate judgements and ratings have been applied for each ASG assessed. The service offers personalised support, helping people live as independently as possible in their own homes. CQC only inspects where people receive personal care. For these people, we also consider any wider social care provided. Burnside Court and Heysham Gardens are the names of the homecare and extra care sites operated under the registered location of Creative Support – Carlisle Services. At the time of the inspection 38 people were receiving personal care. We spoke with 12 people who were using the service and 13 family members.

The assessment was triggered due to aged rating. There was an interim registered manager in place. The registered manager was also responsible for a service in Bolton and managed the working week between both services.

There were processes in place for the deputy manager and scheme coordinator to support the staff team daily. This was with additional support from senior managers; however, we found an overall lack of support and oversight by the registered manager due to the distance and commitments to their permanent role. Whilst visiting professionals commented positively on the care staff provided, they also expressed concern at the lack of management support and oversight. Staff had a good understanding of people and were able to mitigate known risks. While the provider had systems in place for responding to incidents and accidents, some staff, families and healthcare professionals felt that they had not always been fully involved or assured that processes had been followed. The provider had already undertaken steps to improve communications.

Care plans were person centred and detailed. Staff completed pre-assessments and risk assessments were in place. The staff team promoted and encouraged activities that achieved good outcomes and improved people’s quality of life. They were caring, kind and compassionate and promoted people’s dignity. They discussed people’s plans for the futureand documented their preferences.

Creative Support – Burnside Court Extra Care Carlisle provides personal care to some people who live in their own flats within an extra care housing scheme. This service provides care to people living in specialist 'extra care' housing. Extra care housing is purpose-built or adapted accommodation in a shared site or building. The accommodation is rented, and is the occupant’s own home. People's housing was provided by a separate provider under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people's personal care service. At the time of this inspection 35 people received personal care.

This inspection began on 10 October 2018 and was unannounced. Further visits were carried out on 12 and 18 October 2018.

At our last inspection we rated the service good. At this inspection we found the evidence continued to support the rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

The service had a registered manager in place. 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 said they felt safe with the staff who supported them. Staff understood how to report any concerns. There were enough staff employed to assist people with their agreed care packages. The provider carried out checks to make sure only suitable staff were employed.

People were assisted with their medicines in a safe way. There were some inconsistencies about recording ‘when required’ medicines but this was not unsafe. Staff had the right equipment, training and protocols to make sure they supported people in a hygienic way.

Before people began using the service their needs were assessed to make sure it could provide the right care for them. Staff said they had good training and support to care for people in the right way.

Staff worked well with other health agencies and people were supported to access health services. Staff assisted people with their nutritional well-being if this was part of their care package agreement.

People’s consent and permission was sought and care was only provided with people’s agreement. People were supported to have maximum choice and control of their lives and staff assisted them in the least restrictive way possible; the policies and systems in the service supported this practice.

People and relatives were positive about the caring, friendly and helpful nature of staff. People said they enjoyed good relationships with the staff team and felt they received a good standard of care. Staff treated people with dignity and respect. They helped people to maintain as much independence as possible.

People received personalised care that was based on their unique preferences and needs. They were fully involved in agreeing the plan of their support. Staff were knowledgeable about people’s individual care needs and how they wanted to be assisted.

People, relatives and professionals said the management team were open and approachable. People had opportunities to give their views about the service. There was a clear complaints procedure in place and people had information about this.

Systems were in place for auditing the quality of the service and for making improvements. The registered manager was keen to share learning and there were regular staff meetings for communicating expected standards and sharing views.

Further information is in the detailed findings below.

This unannounced inspection took place on 5 February 2016. This was our first inspection of the service since it changed provider from Anchor Trust Integrated Care to Creative Support.

Creative Support at Burnside Court provides care to people who live in this sheltered housing complex. There are staff available both day and night to provide personal care to a number of people who make Burnside Court their home.

There was a registered manager in place. 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.

The service had sufficient appropriately recruited staff available to support people.

As part of their recruitment process the service carried out appropriate background checks on new staff.

Staff were aware of how to identify and report abuse.

Staff were trained to an appropriate standard.

All staff received regular supervision and appraisal from senior staff.

People who needed support with nutrition and hydration received it.

People told us that staff were caring and treated them with dignity and respect.

There was a quality assurance system in place at the service.

Archived: Creative Support – Carlisle Services

All Inspections

During an assessment under our new approach

During an assessment under our new approach

10 October 2018

During a routine inspection

5 February 2016

During a routine inspection