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Personalised Support Team - Nottingham Good

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating


Updated 23 September 2017

Personalised Support Team – Nottingham provides personal care and support to people in their own homes. This is the first inspection of the service since it was registered on 12 April 2015.

We carried out this inspection on 4 July 2017. It was an announced inspection, which meant the provider knew we would be visiting. This was because we wanted to make sure the registered manager, or someone who could act on their behalf, would be available to talk with us.

A registered manager was in post. 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.

Staff were appropriately recruited, trained and supported. They had undergone a comprehensive induction programme and, where necessary, had received additional training specific to the needs of the people they were supporting. Communication was effective and regular meetings were held to discuss issues and share best practice. Staff understood their roles and responsibilities and spoke enthusiastically about the work they did and the people they cared for.

The provider had detailed policies and procedures relating to medicines management. Staff understanding and competency regarding the management of medicines was subject to regular monitoring checks and medicines training was updated appropriately.

Staff knew the people they were supporting and provided a personalised service and used effective systems for gaining consent. Individual care plans, based on a full assessment of need, were in place detailing how people wished to be supported. This helped ensure that personal care was provided in a structured and consistent manner. Risk assessments were also in place to effectively identify and manage potential risks.

Where people lacked the mental capacity to make decisions the home was guided by the principles of the Mental Capacity Act 2005 (MCA) to ensure any decisions were made in the person’s best interests.

Systems were in place to effectively monitor the safety and quality of the service and to gather the views and experiences of people and their relatives. The service was flexible and responded positively to people’s changing needs and any issues or concerns raised. People and their relatives told us they were confident that any concerns they might have would be listened to, taken seriously and acted upon.

Inspection areas



Updated 23 September 2017

The service was safe.

People were protected from the risk of abuse and avoidable harm. Risks associated with care were identified and assessed. People received personal care in a timely manner. Safe and robust recruitment procedures were in place and people had confidence in the staff and felt safe when they received personal care.



Updated 23 September 2017

The service was effective.

People were supported by staff who were trained and experienced to provide their personal care. Consent to care was sought, and where appropriate, the provider followed the Mental Capacity Act 2005. People were supported to access health services when needed, to maintain their well-being.



Updated 23 September 2017

The service was caring.

Staff were kind, patient and compassionate and treated people with dignity and respect. People were involved in making decisions about their care. As far as practicable they were consulted about their choices and preferences and these were reflected in the personalised care and support they received.



Updated 23 September 2017

The service was responsive.

People felt consulted and valued and were directly involved in planning and reviewing their individual care planning. The service was creative and innovative in providing personalised care and support, in accordance with an individual’s identified wishes and preferences. People knew how to make complaints and raise concerns.



Updated 23 September 2017

The service was well led.

There was an open and inclusive culture where staff felt valued and supported by the management. Systems were in place to monitor the quality of the service provided. Regular checks were undertaken on all aspects of care provision and actions were taken to improve people’s experience of care. People, relatives and staff felt confident to raise concerns and make suggestions.