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Inspection Summary

Overall summary & rating


Updated 22 April 2020

About the service

Outlook Care - Unit 6 Shelduck House, Billericay is a supported living service providing personal care for approximately 130 people. Support is primarily provided to people with learning disabilities or autistic spectrum disorder.

Support is provided in approximately 20 supported living schemes based across South Essex and East London, ranging from shared houses to large complexes of individual flats, with shared communal areas. The level of support varies from minimal support to intensive 24-hour care to meet people’s complex needs. Not everyone who used the service at the time of the inspection 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

At the last inspection, we rated the leadership of the service as outstanding. At this inspection, we found the leadership provided high quality management which we rated as good. People and their families gave us positive feedback about the service, and we found examples of exceptional person-centred leadership and care. However, the provider was still working towards ensuring people experienced consistently outstanding care across the service.

We were assured by the provider’s commitment to promote exceptional care. In particular, we found the service was outstandingly effective, which provided a good foundation to achieve a consistent standard of care.

When we last visited the service, the registered manager was implementing guidance to minimise the risk of choking. On our return we found these improvements had been sustained and represented an example of best practice, reflected in positive improvements to people’s quality of life and safety. The provider had shared this learning in a positive, pro-active manner. Staff had embraced the guidance. They focused on ensuring people enjoyed what they ate and drunk, respecting their preferences and cultural needs.

Senior staff used best practice to select local staff teams who worked effectively to deliver person-centred care. Staff had varied opportunities to develop their skills, including attending training which involved the people who used the service. Staff worked well with external health professionals to enable people to develop skills so they could take control of their health needs.

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. Technology was used creatively to minimise restrictions and improve people’s quality of life.

There was a new management structure which was ensuring a more consistent quality of care. The culture of the organisation was open. People, families and staff were encouraged to speak out and were confident they would be listened to. Comprehensive quality checks included people who used the service and highlighted areas for improvement which were acted on promptly. The provider worked well with external organisations and was committed to promoting best practice in their sector.

Risk was well managed across the service. Staff supported people to stay safe, whilst promoting their independence. Detailed risk assessments provided staff with the information about people’s individual circumstances. People received the necessary support to take their medicines safely. There were enough staff to meet people’s needs.

People received support from stable and caring staff teams who knew them well and treated them with respect and dignity. Staff promoted people’s voice and ensured they were involved in making decisions about their care. Staff worked in an inclusive manner with people to maximise their independence.

Care and support was tailored around people’s needs, adapting flexibly when their need

Inspection areas



Updated 22 April 2020

The service was safe.

Details are in our safe findings below.



Updated 22 April 2020

The service was exceptionally effective.

Details are in our effective findings below.



Updated 22 April 2020

The service was caring.

Details are in our caring findings below.



Updated 22 April 2020

The service was responsive.

Details are in our responsive findings below.



Updated 22 April 2020

The service was well-led.

Details are in our well-led findings below.