• Services in your home
  • Homecare service

Creative Support - Regency Court

Overall: Good read more about inspection ratings

14 Mackintosh Street, Bromley, Kent, BR2 9GL (020) 8460 3142

Provided and run by:
Creative Support Limited

Latest inspection summary

On this page

Background to this inspection

Updated 2 November 2021

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector.

Service and service type

This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is bought or rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because needed to be sure the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

We reviewed information about the service we had received since the last inspection. We gathered feedback from the commissioning local authority and professionals who work with the service. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.

During the inspection

We spoke with five people about their experience of the care they received. We spoke with five members of staff, including the registered manager, a care co-ordinator and three care workers.

We reviewed records, including four people’s care plans, five staff recruitment files and a range of records relating to the management of the service including the provider’s policies and procedures, audits, meeting minutes and people’s medicine administration records.

Overall inspection


Updated 2 November 2021

About the service

Creative Support - Regency Court is an extra care housing service providing support, including personal care, to people living in a purpose-built housing scheme made up of 60 flats.

Not everyone who used the service received support with 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. Staff were supporting 47 people with personal care at the time of our inspection.

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

People told us they felt safe with the support they received from staff. They were protected from the risk of abuse because staff knew to follow the provider’s safeguarding procedures if they suspected abuse had occurred. Risks to people had been assessed and risk management plans had been put in place to help ensure people’s safety.

The provider followed safe recruitment practices and ensured there were enough staff on each shift to safely meet people’s needs. People’s medicines were safely managed. Staff were aware to report any incidents or accidents and acted to reduce the risk of repeat occurrence.

People had been involved in the planning of their care. They received support which reflected their individual needs and preferences. The provider had a complaints procedure in place and acted to address any issues raised with them.

People and staff spoke positively about the working culture of the service and the support they received from the registered manager. The provider sought people’s views and acted on their feedback using surveys and by carrying out spot-checks. Feedback from the most recent survey showed people were experiencing positive outcomes from the support they received. Senior staff carried out a range of checks and audits to help drive service improvements. The provider worked with other agencies to ensure people received good quality support.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was requires improvement (published 10 July 2019) and there was a breach of regulations. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

We carried out an announced comprehensive inspection of this service on 6 and 7 June 2019. A breach of legal requirements was found relating to shortfalls in the safe management of people’s medicines. We also identified minor issues requiring improvement regarding the handling of complaints. The provider completed an action plan after the last inspection to show what they would do and by when to improve.

We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the key questions ‘Is the service safe?’, ‘Is the service responsive?’ and ‘Is the service well-led?’ which contain those requirements.

The ratings from our last comprehensive inspection for the other two key questions were used in calculating the overall rating at this inspection. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Creative Support – Regency Court on our website at www.cqc.org.uk.

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.