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Human Support Group Limited - Ulverston Outstanding

This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating


Updated 21 July 2018

Human Support Group Limited - Ulverston is a care at home service that provides care and support for people who live in their own homes. The office is located in the centre of the town of Ulverston and provides services in and around the local area. Not everyone using the service receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of this inspection 42 people were receiving the regulated activity.

At our last inspection in October 2015 we rated the service as good. At this inspection we found some distinctive characteristics of 'outstanding' evident. This was echoed by the consistent and very positive comments in the feedback we received from people who used the service. We saw since our last inspection the service had continued to make positive developments in all of the domains that we rated.

There was a registered manager 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.

We found the service to be exceptional in helping people to express their views. A diverse approach was used especially in supporting social inclusion and promoting people’s rights. A service user led forum and a regular newsletter had been established by the service. The staff assisted people to attend meetings that were led by people who used the service. One of the initial purposes of the forum was to enable people to have a voice in shaping the services they received. It also enabled access social activities within the community and prevented people from being disadvantaged or feeling socially isolated.

The individualised approach to staff training was particularly effective in ensuring staff had received a variety of training to enable them to support and care for people with varying and specific needs. Staff were also supported through staff meetings, supervision and appraisals. The provider and registered manager regularly gave staff recognition of their hard work using different rewards schemes they had implemented. Staff had been supported into extending their roles as champions in areas of their own interests. This increased staff knowledge and in turn ensured people experienced good outcomes.

People were effectively supported and received care from a regular team of staff who they knew well and people told us were very professional and punctual. Everyone we spoke with made very positive comments about the staff that supported them. People told us this was an excellent and outstanding service and said they would definitely recommend it.

The systems in place to organise the delivery of care were very efficient and managed by a designated coordinator. The frequency and duration of visits provided ranged depending on people's individual needs. There were sufficient numbers of suitably qualified staff available to meet people’s needs and to allow flexibility in the service should people make a request to alter their visit times. People could decide who provided their care and support and when.

When employing fit and proper persons the recruitment procedures had included all of the necessary checks of suitability. The people who used the service had been involved in developing the recruitment process used by the provider.

There was a comprehensive safety management system in place for carrying out risk assessments to ensure hazards to people's safety had been identified and were appropriately managed. The service had contributed to the development of best practise and good leadership with other agencies to assess and minimise risks.

All the people we

Inspection areas



Updated 21 July 2018

The service was safe.

People told us they felt very safe and secure with the service they received.

Recruitment processes were robust and there were sufficient staff with the right skills and experience to meet people's needs at all times.

There were innovative systems in place to manage risks and protect people from discrimination.

Learning from incidents had influenced change.



Updated 21 July 2018

The service was effective.

Staff training was made accessible to meet individual�s needs. Additional training had enhanced the experience of people who used the service.

People received care and support that made a positive difference to their lives.

The service worked collaboratively with families and other services to provide a joined up approach to people�s care.



Updated 21 July 2018

The service was extremely caring.

Staff had formed strong caring relationships with people who told us they very professional.

People told us they felt valued, cared for and cared about.

Care was very individualised.

People were fully supported to communicate their wishes in a variety of ways to express in how they wanted their care to be.



Updated 21 July 2018

The service was exceptionally responsive.

People were fully supported in accessing social activities.

The style in which care plans were written helped staff provide personalised care.

The service strongly promoted equality and diversity in actively addressing anti-discrimination.

The service had developed significant links in the community that benefitted both people who used the service and the staff team.



Updated 21 July 2018

The service was exceptionally well-led.

This outstanding service was managed by an innovative and enthusiastic leader. Who demonstrated that the experience of people who received the service was paramount.

There were clear values underpinning the service which were focussed on promoting independence and providing person centred care.

Staff were extremely valued and invested in by both the registered manager and provider.