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Community Support Services Outstanding

This service was previously registered at a different address - see old profile

Inspection Summary


Overall summary & rating

Outstanding

Updated 21 May 2020

About the service

Community Support Services is a domiciliary care service providing a reablement service to people living within their own homes in the East Riding of Yorkshire. At the time of inspection, the service was supporting 64 people with personal care and their enablement.

Not everyone who used the service 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

People were at the heart of the service and received extremely person-centred care. The registered manager’s values and vision for the service was embedded by remarkably committed, loyal, well trained staff. Staff were incredibly passionate and pro-active in recognising people’s diverse needs and supported them to regain control and autonomy over their lives.

There was a solid structure of governance embedded in the service. The registered manager monitored quality and compliance and was supported by the provider and all staff to continually strive for excellence across all areas of the service. Without exception, all feedback received about the support provided to people was extremely positive.

People received extremely high-quality, personalised support from enthusiastic staff who promoted self-esteem and wellbeing. Their individual needs, preferences, future wishes and expectations were fully evidenced in enablement care plans and risk assessments. Staff were very proud to work for the service and said they received superb support from the registered manager and management teams. Complaints procedures were in place and any complaints were fully investigated and resolved wherever possible. People were treated with respect by compassionate and kind staff who demonstrated effective skills in communication.

Staff understood their roles and knew what was expected of them and the principles of keeping people safe. Recruitment checks were in place to ensure staff were suitable to work at the service. Medicines were administered safely, and staff always practiced good infection control procedures.

Staff had received training and support to enable them to carry out their role. People received support on time and their health was well managed. Staff had positive links with health care professionals which promoted people’s wellbeing. 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 said staff were caring and knew their needs very well. Staff clearly understood the importance of supporting them to regain life skills whilst ensuring dignity and respect. We observed many positive interactions where staff maintain people’s independence whilst providing indirect support to aid with their enablement.

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

Rating at last inspection

The last rating for this service was good. (published 18 August 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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.

Inspection areas

Safe

Good

Updated 21 May 2020

The service was safe.

Details are in our safe findings below.

Effective

Good

Updated 21 May 2020

The service was effective.

Details are in our effective findings below.

Caring

Good

Updated 21 May 2020

The service was caring.

Details are in our caring findings below.

Responsive

Outstanding

Updated 21 May 2020

The service was exceptionally responsive.

Details are in our responsive findings below.

Well-led

Outstanding

Updated 21 May 2020

The service was exceptionally well-led.

Details are in our well-led findings below.