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Inspection Summary


Overall summary & rating

Good

Updated 2 October 2018

This was an announced, comprehensive inspection that took place on the 14,15 and 16 August 2018. The provider was given 48 hours' notice because the location provides a domiciliary care service and we needed to make sure that someone would be in the office at the time of our visit.

This was our first inspection of the service since they registered with us.

Creative Care Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community of Leicester and Northamptonshire. It provides a service to older and younger adults with a range of needs. At the time of our inspection there were 12 people using the service.

Not everyone using Creative Care Limited 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.

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.

People were kept safe from the risk of harm. People and relatives felt safe with staff. Staff were able to describe how they would keep people protected from potential harm and knew how to report allegations of poor practice.

The provider had effective systems in place to assess and minimise risks to people. Some risk assessments required further detail to ensure specific detail and guidance was available for staff to respond to assessed risks. People were supported to take their medicines safely.

There were enough staff to provide care safely and to support people. Recruitment checks were carried out on staff before they started work to assess their suitability to support people who used care and support services. Records required further development to evidence any potential risks identified during the recruitment process, had been appropriately assessed and acted upon.

Staff received induction, training and support from the management team to ensure they had the necessary skills and knowledge to meet people's needs.

The service was effective in meeting people's needs. People's health and wellbeing was promoted and protected as the service recognised the important of seeking advice from other health and social care professionals. Where required, people were supported to have sufficient amounts to eat and drink.

People were supported to have maximum choice and control of their lives and staff assisted them in the least restrictive way possible.

People received a service that was caring. People were cared for and supported by staff who knew them well and supported them to make decisions about how they wanted their care to be provided. Staff were kind, caring and treated people with dignity and respect.

Staff took time to develop relationships with people they were supporting in order to provide care that was personalised. Care plans detailed people's needs, wishes and preferences, although some care plans lacked details of people's life history and background. The registered manager was responsive to people's needs and changing views and wishes. They recognised and responded to people who were at risk of social isolation. People and relatives felt confident to raise concerns and complaints if they needed to and felt these would be listened to and resolved.

People benefitted from a service that was well led. The vision, values and culture of the service were clearly communicated to and understood by staff. A quality assurance system was in place. This meant the quality of the service people received was monitored on a regular basis and, where shortfalls were identified, they were acted upon.

Inspection areas

Safe

Good

Updated 2 October 2018

The service was safe.

People were protected from the risk of abuse and staff were aware of safeguarding procedures.

Risk assessments had been undertaken to identify measures staff needed to take to protect people from the risk of harm. Records showed staff followed guidance to keep people safe.

Staff were recruited appropriately and there were enough to meet people's needs. The provider had made improvements to help ensure people received their visits on time and visits were not missed.

People received their medicines in a safe way and staff protected people from the risk of infection.

Effective

Good

Updated 2 October 2018

The service was effective.

Staff received training and support to give them the knowledge they needed to provide effective care.

People were supported to maintain good health and wellbeing and staff understood people's nutritional and hydration needs.

Staff demonstrated a good understanding of the requirements of the Mental Capacity Act 2005 and had taken measures to ensure people's mental capacity and ability to consent to care was assessed and promoted.

Caring

Good

Updated 2 October 2018

The service was caring.

People and their relatives gave consistent, positive feedback about the care staff provided.

People were supported to express their views about how they wanted they care to be planned. These were listened to, respected and acted upon.

People were supported to maintain their independence and were treated with dignity and respect.

Responsive

Good

Updated 2 October 2018

The service was responsive.

People received personalised care from staff who knew them well. Some records required further development to reflect people's life history, interests and preferences.

Staff were responsive in identifying and taking action where people were at risk of social isolation.

People and their relatives felt confident to raise concerns and complaints; the provider used these to drive improvements in the service.

Well-led

Good

Updated 2 October 2018

The service was well-led.

People, relatives and staff were supported to share their views about their care and the quality of the service and these were used to drive improvements in the service.

There were quality monitoring systems in place to identify where improvements were needed.

The registered manager had an open and inclusive approach; providing the support staff needed to deliver quality care.