We carried out a review of the data available to us about Five Star Support on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Five Star Support, you can give feedback on this service.
About the service
Five Star Support is a domiciliary care agency providing personal care to 13 people with physical disabilities, learning disabilities and autism at the time of inspection.
People’s experience of using this service and what we found
The service was able to demonstrate how they were meeting the underpinning principles of right support, right care, right culture.
Right Support
People were supported to access local facilities and staff supported people to pursue their interests. People received support from a consistent staff team. Staff knew people well including their likes and dislikes. One relative told us, “They all seem to know [person] character”. Staff supported people safely and knew how to manage risks and report any concerns. Medicines were managed safely.
Right Care
Care records were person centred and clearly outlined peoples support needs. Staff worked with other professionals to ensure people received joined up care. Relatives told us that staff were caring and professional. One relative said, “The management team take into consideration what care is required.” Relative told us people were supported to make their own decisions and choices. Another relative told us, “I’m very happy with the service.”
Right Culture
The registered manager promoted an open and positive culture and set a good example for staff to follow. Staff told us they received the training to enable them to support people safely and they were supported by the management team. Relatives spoke highly of the staff team. One relative said, “I’ve commented on how good the carers are with [person].” Systems and processes were in place to ensure the service remained safe and effective. People was 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.
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 13 April 2019) and there was a breach of regulation. 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
The inspection was prompted in part by notification of a specific incident. Following which a person using the service sustained an injury. The information CQC received about the incident indicated concerns about the management of care records. This inspection examined those risks. We found no evidence during this inspection that people were at risk of harm from this concern. Please see the safe, effective and well-led sections of this full report.
For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.
The overall rating for the service has changed from requires improvement to good based on the findings of this inspection.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Five Star Support on our website at www.cqc.org.uk.
Follow up
We will continue to monitor information we receive about the service, which will help inform when we next inspect.
The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.
People’s experience of using this service: People’s consent to care had not been recorded in their care plans. Staff were not supported with regular supervisions and appraisals. Quality assurance processes were not always effective.
We have made recommendations around quality assurance processes and recording consent.
Risks were assessed and addressed. People were supported by stable staffing teams who had been safely recruited. Medicines were managed safely.
People were supported to eat and drink. Staff worked effectively with external professionals. Staff received regular training. 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 received kind and caring support. Relatives spoke positively about staff at the service.
People received personalised support. Staff supported people to access activities they enjoyed. The provider had an effective complaints policy. Nobody was receiving end of life care but procedures were in place to support with this where needed.
Staff spoke positively about the culture and values of the service. Feedback was regularly sought from people, relatives and staff and was acted on.
We identified one breach of the Health and Social Care Act (Regulated Activities) Regulations 2014, around supervisions and appraisals. Please see the ‘action we have told the provider to take’ section towards the end of the report.
Rating at last inspection: This was the first inspection of the service since it was registered in January 2018.
Why we inspected: This was a planned inspection under our inspection programme.
Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.