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North Short Term & Urgent Support Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 1 May 2019

About the service: North Short Term and Urgent Support Team provide a reablement and rapid response service. The reablement service provides people with support for up to six weeks to help them live independently. In some instances, this service may be extended beyond this time frame to enable a permanent care provider to be found. The rapid response service supports people for up to two weeks to prevent admission to hospital or in the event of a breakdown in carer arrangements. At the time of our inspection there were 55 people receiving support with personal care from the service.

People’s experience of using this service:

People told us they felt safe, although we noted a potential safeguarding concern had not been reported to the local authority safeguarding team. Although risks to people’s safety and well-being were assessed risk assessments for all aspects of people’s care and support were not always in place.

Records relating to the management of medicines were not always clear. Steps had been taken to rectify this and were being implemented at the time of the inspection.

Staff were recruited safely, there were sufficient staff employed to meet people’s assessed needs. New staff received an induction and there was a system in place to ensure staff received ongoing training and supervision.

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 practice. People told us staff were caring and kind. Staff respected people’s privacy, maintained their dignity and encouraged them to be as independent as possible.

Care packages were tailored to meet people’s individual needs. Care records included information about people’s routines, the support required and their future goals. We have made a recommendation about the return of care records to the office when a care package has ended.

People were aware of how to complain. There was a system in place to seek feedback from people when their care package ended. Staff enjoyed their job, and the registered manager and all the staff we spoke with were clear about their role and responsibilities.

Not all audits had been completed at regular intervals and they had not been sufficiently robust to ensure all aspects of the service were safe.

Rating at last inspection:

At the last inspection the service was rated good (published 9 September 2016).

Why we inspected:

This was a planned inspection based on the rating awarded at the last inspection.

Follow up:

We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Further inspections will be planned for future dates.

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

Inspection areas


Requires improvement

Updated 1 May 2019

The service was not always safe

Details are in our Safe findings below.



Updated 1 May 2019

The service was effective

Details are in our Effective findings below.



Updated 1 May 2019

The service was caring

Details are in our Caring findings below.



Updated 1 May 2019

The service was responsive

Details are in our Responsive findings below.


Requires improvement

Updated 1 May 2019

The service was not always well-led

Details are in our Well-Led findings below.