Archived: Creative Support - Telford & Shropshire Services

Creative Support - Telford and Shropshire services provides personal care to people with a learning disability within supported living environments and in the community. At the time of the inspection the service was supporting 21 people.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

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

People were not always safe or protected from the risks of abuse as the provider did not always follow their own safeguarding procedures, or recognised guidelines, when a concern was raised with them.

The provider did not always make notifications to the CQC of events that had occurred which, they are required to do by Law.

The provider had assessed risks to people associated with their care and support. Staff members were knowledgeable about these risks and knew what to do to minimise the risk of harm to people.

When it was needed people received support with their medicines by trained and competent staff members.

Staff members were aware of the necessary action they should take in the event of an emergency.

Staff members followed effective infection prevention and control procedures when supporting people in their own homes. Staff members had appropriate personal protection equipment supplied by the provider.

The provider supported staff in providing effective care for people through person-centred care planning, training and one-to-one supervision.

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 supported to refer themselves for additional healthcare services when required. When appropriate people were supported to maintain a healthy diet by a staff team which knew their individual preferences.

People received help and support from a kind and compassionate staff team with whom they had developed positive relationships.

People were supported by staff members who were aware of their individual protected characteristics like age, gender and disability.

People were supported to develop their independence whilst living in their own home.

People were provided with information in a way they could understand. The provider had systems in place to encourage and respond to any complaints or compliments from people or those close to them.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

The provider, and management team, had good links with the local communities within which people lived.

Enforcement

We have identified breaches in relation to keeping people safe from the risks of abuse and failure to make notifications to the CQC.

Please see the action we have told the provider to take at the end of this report.

Rating at last inspection

The last rating for this service was ‘Good’ (published 17 December 2016).

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.

Creative Support Telford and Shropshire provides personal care to people with a learning disability within a supported living environment and in the community. At the time of the inspection the service was supporting 25 people.

There was a registered manager in place. 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 felt safe. People were supported by a staff team who knew how to keep people safe from harm and abuse. People’s risks had been assessed and staff were working in ways to reduce these risks. People were supported by sufficient numbers of staff who had been recruited safely. People received their medicines as prescribed by suitably trained staff.

People received care and support from a suitably trained staff team who had access to ongoing training and support to enable them to carry out effective care and support.

People were asked for their consent to care and support and the principles of the Mental Capacity Act 2005 were being followed. People had access to advocates where required to support them to make decisions about their care.

People who had support to eat and drink were happy with the support provided and were offered choices. People’s specific dietary needs were catered for and specialist professional advice was being followed.

People were supported to maintain good health. Staff were able to recognise changes in people’s health and well-being and knew how to report and respond appropriately.

People were supported by a staff team who were kind and treated them with dignity and respect.

People were encouraged to maintain their independence and were supported and encouraged to maintain relationships that were important to them.

People’s care and support was tailored to meet their individual needs. People were supported by staff who knew their needs and preferences well. People and their relatives were encouraged to be involved in the planning and review of care. People were encouraged and supported to follow personal interests and hobbies. People and their relatives knew how to complain. Complaints were investigated and responded to appropriately and used to make improvements.

People and their relatives were happy with the care and support provided and would recommend the service. People and their relatives were actively encouraged to be involved in the design and delivery of the service. The registered manager had systems and processes in place to monitor and analyse the quality of the service, and they used information from quality checks to drive improvement.