- Homecare service
Archived: Creative Support – Carlisle Services
Assessment report published 1 April 2026
Contents
Ratings
Our view of the service
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.
People's experience of this service
People praised staff for their kindness, reliability, and care.
Comments from people included, “I am quite happy with them. They are more or less on time, I feel safe with them” and “I have been here [period of time], it's fine I am getting to know the carers. They have been welcoming.”
While some relatives felt they were not always listened to, feedback from relatives was mainly positive. Comments included, “[Relative’s name] has not been here long but so far so good, staff are great, she feels very safe.” Another said, “[Person] does feel safe, sees regular and agency staff, numbers are better these days, on time more or less.”
While some staff felt communication with management could be improved, dialogue between the staff team and people was good. Staff were described as approachable, kind and nice, and people felt reassured that help would be provided in emergencies.