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Creative Support - Manchester Enduring Mental Health Needs Service Good

Inspection Summary

Overall summary & rating


Updated 18 January 2018

This inspection took place on 14, 15 and 16 November 2017 and the first day was announced. This meant the service was given 24 hours’ notice because the location provides a supported living service to younger adults and we needed to be sure that someone would be in.

Creative Support Manchester Enduring Mental Health Needs Service (Wellington Road) is a 24-hour supported accommodation project for people with long term experience of mental health needs such as schizophrenia and psychosis. The service is registered with the Care Quality Commission to provide personal care support.

Wellington Road consists at two adjoining properties. One property comprises of six bedrooms with en-suite facilities sharing communal lounge, kitchen and laundry and the other property comprises six self-contained flats. People who lived in the flats were able to and did access the communal areas at the other property. Support is provided for up to 12 individuals with a mental health needs, dual diagnosis, alcohol and drug issues, complex needs, challenging behaviours, physical disability and forensic backgrounds. The service focusses on recovery and rehabilitation support and offers a holistic approach to managing people’s mental health needs, involving various health and social care professionals and working with people to move on to more independent accommodation.

At the time of our inspection, there were 11 people supported at Wellington Road, two of whom were also receiving the element of personal care support.

This was the first inspection of the service since it was registered with the Care Quality Commission (CQC) in September 2016. The inspection was carried out by one adult social care inspector. There was a manager in post who had been registered with CQC since December 2016. A registered manager is a person who has registered with CQC 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.

The overall atmosphere at Wellington Road was warm, friendly and homely. We observed people living there appeared comfortable and safe in their surroundings.

People told us they felt safe at Wellington Road. This was supported by the fact that staff provided reassurance and there was a system of security checks and security cameras installed on the premises.

People supported had personal emergency evacuation plans in place to help ensure they were evacuated safely in the event of an emergency. These plans were not easily accessible to staff and emergency services. We made a recommendation that these important documents were kept in a more accessible location.

Risk assessments were thorough, detailed and person centred and provided sufficient information to help staff support people safely. People’s support needs were holistically assessed and care plans recorded in detail the support each person required. Records also included detailed evaluations of people’s progress to date. There was sufficient information to ensure staff supported people effectively.

Staff had been trained in safeguarding principles and knew what to do if they suspected abuse was taking place. There was a system for reporting incidents and accidents, including safeguarding, that occurred at the service. We saw these were recorded and actioned in a timely manner. This meant the service had appropriate measures in place to ensure people were kept safe and their health and well-being was protected.

Staffing levels were suitable to people’s needs and when required appropriate steps were taken in a timely manner to ensure all shifts had adequate staff cover.

The recruitment process was safe as all required documentation and checks were collected prior to staff being employed. This helped to ensure staff of suitable character were employed to work at the service. The registered provider

Inspection areas



Updated 18 January 2018

The service was safe.

People were satisfied that the care and support received was safe and consistent. Staff understood their responsibilities to keep people safe and protect them from harm.

Risk assessments were detailed and person centred and provided clear direction to staff to safely manage identified risks and meet people�s individual needs.

Recruitment processes helped to ensure suitable staff were employed and staffing levels were sufficient to support people appropriately.



Updated 18 January 2018

The service was effective.

People�s needs were holistically assessed to help ensure the service was able to meet their specific needs.

Staff had the right skills and knowledge to support people according to effectively support people.

There was a good induction process in place and all staff had received mandatory and additional role-specific training. Staff benefitted from regular supervisions.



Updated 18 January 2018

The service was caring.

People told us the staff team were kind and caring.

We observed that support staff and the managers knew people well.

People were involved in shaping the support they received. They were encouraged to be independent and supported to make their own decisions.



Updated 18 January 2018

The service was responsive.

Detailed person centred care plans reflected people�s personal histories, their preferences and helped to ensure responsive support was delivered.

We saw that people had choice in deciding what activities they wanted to participate in and they were supported to attend these.

People knew how to make a complaint and there was an effective system in place to manage concerns and complaints.



Updated 18 January 2018

The service was well led.

People were very positive about the management and staff and the support they received. Staff felt supported and said there was good team spirit within the organisation.

The registered manager was passionate about the development of the service and spoke highly about the competence of the staff team.

There were robust quality assurance systems in place which helped to ensure the registered manager and the registered provider had adequate oversight of the standard of care provided.