Creative Support - Warrington Personalised Services

Updated 10 April 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection team consisted of an adult social care inspector.

Service and service type:

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community as well as specialist housing. It provides a service to older adults and younger disabled adults. The Care Quality Commission (CQC) only inspects the service being received by people provided with ‘personal care’; help with tasks relating to personal hygiene and eating. Where they do, we also take into account any wider social care provided.

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

Notice of inspection:

We gave the service 48 hours’ notice of the inspection visit because it is a small service and we needed to make sure that someone would be available.

The inspection site visit started on 18 March 2019 and ended on 26 March 2019. It included telephone calls to staff. We visited the registered provider's office on 18 March 2019 to see the registered manager and to review care records and other records relevant to the quality monitoring of the service.

What we did:

Our planning took into account information the provider sent us since the last inspection. We also considered information about incidents the provider must notify us about, such as abuse; and we looked at issues raised in complaints and how the service responded to them. We assessed the Provider Information Return (PIR). The PIR is information providers must send us to give us key information about the service, what it does well and improvements they plan to make. We used all this information to plan our inspection.

During the inspection, we spoke with one person using the service and visited them at their home. We also spoke with the registered manager, the area manager and three members of staff.

We looked at the care records for two people and a selection of other records including quality monitoring records, recruitment and training records for two staff.

Updated 10 April 2019

About the service:

Creative Support Warrington supports people in their own homes either in the community in the form of ‘outreach’ services. At the time of our inspection two people were in receipt of the regulated activity ‘personal care’.

People’s experience of using this service:

Everyone told us they felt safe receiving care from the service. Staffing were deployed in suitable numbers, and staff had time to spend with people and were not rushed. Medication needs were assessed, and medication was only given by staff who were trained to do so. Staff were recruited safely, and incident and accidents were analysed for patterns and trends. Risks to people were assessed safely.

Staff had the correct skills to support people and their training was up to date and recorded in a training matrix. Staff were required to engage in supervision and had an annual appraisal. People were supported to eat and drink in accordance with their needs. Decisions and consent to care and treatment were sough in line with the Mental Capacity Act 2005.

We received positive comments about the staff in relation to the support they provided. Everyone said staff were kind and caring. Staff were able to describe how they ensured people’s dignity was respected. People were involved in their care plans.

We observed, heard and read examples how people’s routines and choices were listened to and respected. There was a complaints procedure in place.

The service was managed well, and the ethos and culture of the service was well implemented with the staff team that provided the care. Staff all spoke well about the registered manager. Audits were in place which were effective in highlighting any areas for improvement. The registered manager was aware of their role with CQC and had notified us of all incidents as required.

Rating at last inspection:

This is the registered provider’s first inspection.

Why we inspected:

This was a planned comprehensive inspection

based on the ratings at the last inspection. It is CQC methodology to inspect newly registered providers within a 12-month timescale.

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Follow up:

No concerns were raised within this inspection. We will therefore aim to re-inspect this service within 30 months. We will continue to monitor intelligence we receive about the service. If any concerning information is received, we may inspect sooner.

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