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Integrated Family Support Limited Good

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


Inspection carried out on 23 July 2019

During a routine inspection

About the service

Integrated Family Support is a domiciliary care agency providing personal and supportive care for children and young adults with learning and/or physical disabilities in their own homes.

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 consider any wider social care provided. At the time of our inspection three people were receiving a personal care service.

People’s experience of using this service

People told us people they were happy with the care and support they received because they felt safe and all their needs were met by kind and caring staff.

People praised the managers of the service and agreed that they were approachable, knowledgeable, fair and did their job well. The staff team worked well together and supported the ‘acting’ manager.

The staff team was committed to providing a high-quality service and keeping people safe. They had undertaken training so that they were skilled and knowledgeable to effectively meet people’s needs. Staff understood their responsibilities to report any concerns.

Staff encouraged people to be as independent as possible and respected people’s privacy and dignity. Staff knew people well. Staff managed the risks to people’s health and welfare.

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.

People were given choices about the way in which they were cared for. Staff listened to them and knew their needs well. Care plans contained information about each person’s individual support needs and preferences in relation to their care and we found evidence of good outcomes for people. When people did not have the capacity to make their own decisions, staff maximised their involvement and made decisions in their best interests, in accordance with legislation.

Recruitment practices were safe and relevant checks had been completed before staff worked at the service.

Relatives and health care professionals told us staff were able to meet their needs and were respectful of their individual preferences. Relatives told us staff who supported their children were kind and caring.

Relatives confirmed the service did not miss any care calls and that staff were usually on time.

People received care and support from a small group of staff, which provided consistency.

The managers of the service actively sought the views of people and their relatives about the running of the service and they dealt promptly with any concerns that people raised.

The provider had systems in place to monitor and improve the quality and safety of the service provided.

More information is in the full report.

Rating at last inspection

At the last inspection we rated this service Good. The report was published on 12 January 2017.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor this service.

Inspection carried out on 12 December 2016

During a routine inspection

Integrated Family Support is a care agency that provides support workers to undertake personal and supportive care for children and young adults with learning and / or physical disabilities. The service is based in North London and provides support to a small number of families in Hertfordshire.

This is the first inspection of the agency since registration in April 2016 and the inspection took place on 12 December 2016.

At the time of our inspection a registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider.

From the feedback the agency received from families using the service and health and social care professionals we found that there was usually a good and high degree of satisfaction with the way the service worked with children / young adults and their families.

People who used the service, children and young adults, had a variety of complex support needs and from the three care plans that we looked at we found that the information and guidance provided to staff was clear. Any risks associated with people’s care needs were assessed, and the action needed to mitigate against risks was recorded. We found that risk assessments were updated regularly and this included those risks associated with complex care needs.

During our review of care plans we found that these were tailored to children / young adult’s individual needs, this was being done in close cooperation with their families. Communication methods of providing care and support with the appropriate guidance for each person’s needs were in place and regularly reviewed.

We looked at the training records for all staff employed by the agency. We saw that in all cases, core training had been undertaken and the type of specialised training they required was tailored to the needs of the particular children / young people they were supporting. Staff supervision was taking place regularly and appraisals were undertaken annually.

Staff respected people’s privacy and dignity and worked in ways which demonstrated this. From the feedback we viewed that the agency had received we found that people’s preferences had been recorded. Staff focused on respecting these preferences for both children or young adults.