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Support'ed Limited Outstanding

Reports


Inspection carried out on 5 November 2019

During a routine inspection

About the service

Support’ed Limited (known locally as Support’ed) is a domiciliary care agency. It provides care to younger and older people living in their own homes, who may have a mental health diagnosis, learning disability and/or autism.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People’s experience of using this service and what we found

Support’ed placed people at the heart of the service. People and their relatives told us they had received outstanding care from staff who were extremely caring and compassionate. Relatives said the service had been very responsive and supported them in times of crisis. Comments included, “They literally saved us as a family, I didn’t think I was ever going to be able to trust a service again.”

People received a service that was exceptionally personalised and took into account their specific needs, wishes, goals and aspirations. The management team and staff worked with people and their families from the point of referral to develop a plan of care that met their needs and desired outcomes. Some people had been supported to finish their education and move into adult life, and others had been supported to leave hospital and return to live close to their family and home. As a result of using the service people benefitted from more opportunity, choice and control.

People and their families were treated with dignity and respect. People were supported to develop and regain their independence and there was a strong focus on promoting social inclusion and equality.

People had confidence in the staff that supported them and felt safe. Staff were highly skilled and well trained. Staff were highly motivated and well supported and had used their skills, knowledge and innovative thinking to improve outcomes for people.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

There was a positive, open and inclusive culture within the service. The management team provided strong leadership and led by example. People, relatives and staff were very positive about the leadership of the service. Exceptionally good governance of the service benefitted people because it ensured the quality of care was maintained and enhanced.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good (published 23 May 2017). Since this rating was awarded the service has moved premises. We have used the previous rating to inform our planning and decisions about the rating at this inspection.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection carried out on 6 April 2017

During a routine inspection

The inspection of Support’ed Limited (known locally as ‘Support’ed) took place on the 6 and 7 April 2017.

Support’ed supported the personal care of three people to live in their own home. They worked with younger and older adults with complex needs. People may have a mental health diagnosis, learning disability or be on the autistic spectrum. The inspection was announced three days in advance. This was due to the complexity of the needs of people Support’ed supports. This gave time for staff time to support one person to feel comfortable speaking to us and to arrange for us to speak to family carers of the two other people. Also, we were only able to speak to staff who were off duty and they needed time to arrange to talk to us.

This is Support’ed’s first inspection following their registration with us in April 2015.

There was a registered manager appointed to run the service. 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 provided care to people in their own homes. The registered manager and directors had spent time designing the service ethos and approach. Personal care was seen as more than washing and dressing and supporting people’s continence. Individualised care for those they supported was deemed essential and staff were part of the same ethos and culture. Parent carers were respected and embraced for their knowledge and as part of the team. As a result, care and support was provided to enable people to live a fulfilled and meaningful life.

There was a positive culture within the service. The management team provided strong leadership and led by example. The registered manager and directors had a clear vision, values and enthusiasm about how they wished the service to be provided and these values were shared with the whole staff team. Staff had clearly adopted the same ethos and enthusiasm and this showed in the way they cared for people.

Staff were highly motivated and inspired to offer kind and compassionate care and support. All the staff said they enjoyed their work and loved seeing people progress. Regular competency checks were completed to test staff knowledge and to help ensure their skills were up to date and in line with best practice.

One person could tell us verbally about their experiences of the service. They were very positive about the staff and service. For the others, parent carers told us about the immense difference the service had made to their loved ones and family’s lives. People who had previously been restricted were now being supported in a different way, which gave them more freedom and an enhanced quality of life. We heard many examples of how people's lives had changed for the better and about how many new opportunities they now had.

Relatives and other agencies were without exception, extremely positive about the service and the care people received. We were told that since Support’ed took over their care people's lives had changed. Due to the care and the skills of the staff team people had progressed, experienced new opportunities and now had more independence.

Other agencies were very positive about the staff team and leadership of the service. We were told that staff embraced ideas and worked hard to ensure people were able to do the things they wanted. The overall view of other agencies we spoke with was that despite the complex needs of people they supported, the service had managed to deliver excellent quality personalised care within their own home.

People were supported to express their views and have their voice heard. Staff were creative and used innovative methods to help people express their views and understand what was happening around them. There were sufficient nu