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Choice Supported Living - East Good

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating


Updated 27 May 2017

This inspection took place on 25 and 26 April 2017 and was announced.

This was the first inspection of Excel Support Services Limited - South East (Also known as CHOICE supported Living - East.) They were previously registered but the provider changed in October 2016 which meant that the service was newly registered at that time. The service offers a supported living service to people with learning and other difficulties which impact on their ability to live independently. The service assists people to hold their own tenancies to enable them to live in their own homes. It aims to support and encourage people to become as independent as possible, with only as much intervention from care staff as is necessary. The service, currently, supports 71 people in 39 premises.

The service is required to have a registered manager. 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. There is a registered manager running the service.

People, staff and others were kept as safe as possible. Exceptionally, people were positively supported to learn how to keep themselves safe. People were protected by staff who had received the appropriate training and received training themselves so everyone knew how to recognise and deal with any form of abuse. Staff had been safely recruited and were suitable to provide people with safe care. People were supported, by trained staff, to take their medicines safely. All significant risks were identified and managed to keep people and staff as safe as possible.

People’s right to make decisions and choices for themselves was upheld by staff. Care staff understood how important it was to people to give consent and direct their own life. People’s rights were protected by staff who understood the Mental Capacity Act (2005). This legislation provides a legal framework that sets out how to act to support people who do not have capacity to make a specific decision. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible, the policies and systems in the service supported this practice.

People's needs were met by a committed and caring staff team who were exceptional at equipping people to attain as much independence as possible. They were creative and innovative in finding ways to support people to gain communication skills so they could express themselves more fully. It ensured staff could understand people and people could understand staff. Any information relating to people who use the service were produced in formats people may be able to understand and often in individualised formats. The service, unusually had a number of ways of ensuring people could get involved in planning and running their service. People’s diversity was recognised and respected and they were treated with respect and dignity at all times.

People were supported to be part of the community and experience a wide range of activities, including attending work and college.

The service was well managed by a registered manager and management team who were described as open and supportive. The service had numerous ways to continually monitor and assess the quality of care they offered. Any shortfalls or improvements needed were identified and acted upon.

Inspection areas



Updated 27 May 2017

The service was safe.

Staff and people were trained in and knew how to keep themselves and others safe from all types of abuse.

Staff were recruited in a way which meant that the service could be as sure as possible that the staff chosen were suitable and safe to work with vulnerable people.

Risk of harm to people or staff was identified and action was taken to keep them as safe as possible.

Staff supported people to take the right amount of medicine at the right times.



Updated 27 May 2017

The service was effective.

Staff met people’s needs in the way they preferred.

Staff understood the importance of helping people to make their own decisions and seeking their consent before offering care.

Staff were well trained and supported to make sure they could provide good care.

The service worked closely with other healthcare and well-being professionals to make sure people were offered the best care to meet their needs.



Updated 27 May 2017

The service was extremely caring.

Staff were very, very good at making sure that they could understand what people were saying and that people could understand them.

People were actively supported to be very involved in the running of the service.

The service was exceptionally good at helping people to be as independent as possible.

People received care from a kind, respectful and caring staff team who recognised their diverse needs and supported them to meet them.



Updated 27 May 2017

The service was responsive to people's immediate and changing needs.

People were offered care that met their needs, in the way they wanted.

People’s care needs were regularly looked at and their care plans were changed, if necessary.

People knew how to make a complaint, if they needed to. The service listened to people’s views and concerns and ensured that any issues were addressed and rectified.



Updated 27 May 2017

The service was well-led.

Staff felt they were valued and well supported by the management team.

The registered manager, the management and staff teams made sure the quality of the care they offered was maintained and improved.

People, staff and others were asked for their views on the quality of care the service offered. These were acted upon and the service tried to continually improve to make things better for people.