Archived: Creative Support - Monkwray Court

Creative Support are registered to offer personal care in people’s own homes 24 hours a day within Monkwray Court Extra Care Housing development. Monkwray Court is a purpose built Extra Care Housing development of 47 flats and houses, with the premises and tenancies managed by Anchor Housing. Creative Support has an office located within extra care housing development. When we inspected 24 people were receiving support from Creative Support ranging from a few hours a week up to several hours per day. Creative Support are termed the preferred provider for the housing scheme, as people can chose to use other agencies to deliver personal care.

At the last inspection in July 2015 the service was rated Good. At this inspection we found the evidence continued to support the rating of Good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

Why the service is rated Good.

Everyone we spoke to told us that this was a very good service. People using the service told us it was reliable and that staff were very caring, respectful and enthusiastic about their jobs.

People remained safe using the service. People were protected by safe recruitment procedures to help ensure staff, were suitable to work with vulnerable people. Staff confirmed there were sufficient numbers of staff to meet people's care needs, and support them with additional support including activities.

People's risks were assessed, monitored and managed by staff to help ensure they remained safe. Risk assessments were completed to help support and enable people to retain as much independence as possible.

People continued to receive care from staff who had the skills and knowledge required to effectively support them. Staff had completed safeguarding training and the Care Certificate (a nationally recognised training course for staff new to care).

People were supported to access health care professionals to maintain their health and wellbeing. People's nutritional needs were met because staff followed people's support plans to make sure people were eating and drinking enough, and potential risks were known.

People were enabled and supported to lead fulfilling, independent and active lives. They 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 information in a format suitable for their individual needs.

People's human rights were protected because the registered manager and staff had an understanding of the Mental Capacity Act 2005 (MCA). Throughout the inspection we saw evidence of how the provider and staff understood and promoted people's rights as equals regardless of their disabilities, backgrounds or beliefs.

Risks associated with people's care and individual living environment were effectively managed to ensure their freedom was promoted. People were supported by a consistent team of staff to help meet their needs.

People's independence was encouraged and staff helped people feel valued by engaging in everyday tasks where they were able, for example helping prepare meals. If people found it difficult to communicate or express themselves, staff showed patience and understanding.

People continued to receive a service that was caring. Staff showed kindness and compassion for people through their conversations and interactions. There was a positive atmosphere created by the staff team: staff enthusiasm and laughter was a key feature of the service.

The service remained responsive to people's individual needs and provided personalised care and support. People were able to make choices about their day to day lives. The provider had a complaints policy in place and the registered manager confirmed any complaints received were fully investigated and responded to.

The service continued to be well-led. People used a service where the registered manager's values and vision were embedded into the service, staff and culture. There was an open culture, and people and staff said they found access to the office and management team welcoming and easy. Staff, were positive and happy in their jobs and were very supportive of each other and the well-being of both people using the service and other staff members.

The provider had systems in place to monitor, assess and improve the service. There was a clear organisational structure in place. The management team and staff continue to find ways to improve the service and remain driven by their passion for caring for people, including those with dementia. The vision and the value of the service to 'enable people to live as they choose' remain embedded in the service.

Further information is in the detailed findings below.

Creative Support at Monkwray Court provides care to people who live in this sheltered housing complex. There are staff available during the day and night to provide personal care to 27 people who live there.

The service did not have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. We spoke with the manager of the service who explained they were in the process of registering with the CQC.

The service had sufficient appropriately recruited staff available to support people. As part of their recruitment process the service carried out appropriate background checks on new staff.

Staff were aware of how to identify and report abuse. There were policies in place that outlined what to do if staff had concerns about the practice of a colleague or any other person who came into contact with people who used the service

Staff were trained to an appropriate standard and received regular supervision and appraisal.

People who needed support with nutrition and hydration received it.

Medication management was well organised and people received their medication as prescribed.

People told us that staff were caring and treated them with dignity and respect.

Care plans were based on thorough assessments and focused on maintaining people’s independence.

There was a quality assurance system in place at the service.

One person we spoke with said ' They (staff) have a good knowledge of the complex needs of my relative'. The majority of the comments made by people we spoke with were very positive about the staff and the care that they received.

The agency office was situated on the same site as the homes of people that were receiving care and support. The agency office occupied a large space on the ground floor and was accessible to all. The offices were of a good size and provided sufficient space for staff to work in.

We reviewed the recruitment records of five staff. We saw that all staff had been recruited using an effective and robust procedure that included all of the appropriate checks to ensure that the person being employed was of good character.

A summary of regular feedback from people who use the service indicated that people were happy with the service provided. The comments in the survey we saw made by clients were mostly very positive.