Creative Support - Brownley Road

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people were safe and protected from avoidable harm.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

Safety was clearly prioritised, recorded and reviewed by the provider. Learning from these events was actively shared across the organisation’s wider management team, ensuring a consistent and informed approach to improvement.

Staff reported feeling confident and well-supported in raising concerns or reporting safety incidents. Accident and incident records were comprehensive, and each event was subject to thorough analysis. Findings were routinely shared with the wider staff team to promote reflection and learning.

The provider fostered a positive learning culture, where staff felt safe to speak up. Team members consistently described the management approach as compassionate and non-blaming, which encouraged openness and transparency.

The provider always worked with people and healthcare partners to design, establish and maintain safe systems of care, in which safety was always well managed and monitored. They made sure there was always continuity of care, including when people moved between different services.

The provider demonstrated a proactive and robust approach to managing safe systems, care pathways, and transitions. During hospital admissions, staff maintained consistent support for people, ensuring they were cared for by familiar team members who understood their needs. This continuity significantly enhanced the quality and safety of care during hospital stays.

Staff worked collaboratively with hospital and community professionals, supported by the use of detailed hospital passports. These documents included a comprehensive medical history and current medication details, personal preferences, likes, and dislikes. The passport clearly outlined support needs for nutrition, mobility, communication, and personal care and documented strategies for managing anxiety and emotional distress. This enabled hospital teams to deliver informed, person-centred care from the point of admission.

The provider actively initiated discharge planning meetings, ensuring smooth transitions back to the person’s home environment. Staff were fully briefed on any changes to care needs, supporting continuity and safety post-discharge.

Feedback from relatives was extremely positive. One family member described the support provided during a recent hospital admission as, “Amazing.” Following discharge, the provider arranged a prompt GP review to ensure the person’s health was reassessed and that continuity of care was maintained throughout their journey.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately.

People’s relatives consistently reported that their family members felt safe in the care of staff. All relatives confirmed that, should any concerns arise, they would feel confident raising them with either staff or the management team.

Staff demonstrated a clear understanding of their responsibility to report concerns and expressed confidence that their voices would be heard. Regular safeguarding training was provided, and safeguarding remained a standing item on staff meeting agendas and during supervision sessions.

In instances where people lacked the capacity to make specific decisions, referrals were appropriately made to the local authority to authorise a Deprivation of Liberty Safeguard. The provider ensured that best interest meetings were held, involving the person (where possible), their relatives or next of kin, and relevant health professionals. These meetings were documented to confirm that decisions made were in the person’s best interests.

A relative told us they found the management team very open and “Always’ s lets us know of any changes which may affect [Name]”.

We spoke with people who were supported by the provider but not receiving a regulated activity. They consistently reported feeling heard and respected by staff. One person shared, “Although [Name] does not speak, they are very well cared for by the staff.” This was in relation to a person support to personal care.

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

Risks to people were thoroughly assessed, and clear guidance was provided to staff to ensure support was delivered safely and in alignment with each person’s preferences and wishes. Risk assessments were comprehensive and person-centred, focusing on mitigating potential hazards without compromising autonomy or choice. For instance, one person, diagnosed with diabetes was supported by staff to maintain a nutritious and balanced diet, while still allowing occasional enjoyment of sweet treats. As the person lacked capacity to make informed decisions regarding their diet, staff collaborated closely with family members to uphold the person’s right to choice and control, while ensuring their safety and overall well-being.

Staff demonstrated strong knowledge of risk management protocols and were able to articulate appropriate strategies for supporting peoples experiencing distress. They also described effective approaches to maintaining safety during mobility assistance and manual handling, as well as processes for minimising the risk of choking.

In cases where people were at risk of weight loss, staff reported enhanced monitoring procedures were implemented. Additionally, some people were prescribed nutritional supplements to promote their health and well-being.

A relative reported their family member was being supported safely and staff were fully aware of any associated risks. They also confirmed their active involvement in all aspects of the risk assessment and planning process concerning their family member’s care.

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

The provider demonstrated a proactive approach to identifying and managing environmental risks. Effective communication was maintained with the property landlord to ensure that any hazards were promptly reported and addressed in a timely manner.

Routine internal safety checks were carried out by staff, covering key areas such as fire safety, electrical systems, gas appliances, and the functionality of equipment used in personal care. All checks were conducted in accordance with relevant safety standards and manufacturer guidelines, with all safety checks being recorded.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs.

Staff were recruited in accordance with safe recruitment practices, including robust pre-employment checks. All new staff received a comprehensive induction and role-specific training to ensure they were equipped to deliver high-quality care. Recruitment processes were values-led, with staff selected based on their alignment with the provider’s vision and ethos.

Staff demonstrated a clear understanding of the needs of the people they supported, particularly those with learning disabilities and autistic people. Specific training was undertaken by staff to enhance their knowledge of supporting people living with learning disabilities and autistic people.

A stable and supportive staff team operated across the location, contributing to continuity of care and strong relationships with people. It was evident during our visit staff knew people well, and we observed numerous positive and respectful interactions.

One relative commented, “The consistency of staffing has been key to [Name] leading a fulfilled life.”

Staff received regular supervision and annual appraisals, with opportunities for professional development and progression into senior roles supported by additional training and responsibilities. Staff told us they were continually provided with new training and refresher training to enhance their professional knowledge.

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly.

The staff team actively promoted a clean and well-maintained environment, encouraging people to participate in maintaining hygiene standards where appropriate. Staff adhered to robust infection prevention and control protocols, supported by clear procedures, ensuring personal hygiene, food safety, and outbreak management were consistently upheld to the highest standards. People were encouraged to assist in cleaning to promote their independence.

The provider made sure that medicines and treatments were safe and met people’s needs and preferences. Staff involved people in planning, including when changes happened.

Medication management was conducted safely and effectively. People were actively engaged in understanding the support necessary to ensure the secure administration of their medicines. Medication stock levels were accurately monitored and recorded. Staff received comprehensive training in the safe handling and administration of medicines, with regular assessments to verify their competency.

Additional training was provided to staff on the proper use of fluid thickeners, aimed at reducing the risk of choking for people requiring this intervention.

In cases where medication was administered covertly (disguised in food or drink) this practice was fully agreed by people’s representatives and relevant healthcare professionals. Such decisions were made in the person’s best interests and followed established protocols to ensure safe and appropriate administration.