We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it.About the service
Complete Care and Enablement Services is a supported living service providing personal care. At this inspection the service was supporting 178 people and can support up to 182 people in 23 different properties. Not all of these people received personal care and at the time of the inspection the service was providing personal care to 27 people. The service is also known as CareTech by most of the people who used the service and their relatives. The majority of people who used the service lived with a learning disability and/or complex mental health needs and were aged under 65.
People’s experience of using this service and what we found
Right Support
The service supported people extremely well to have the maximum possible choice, control and independence, and they had control over their own lives. Staff focused on people’s strengths and promoted what they could do, so people had a fulfilling and meaningful everyday life. People and their relatives confirmed this.
People were supported to pursue their interests and to achieve their aspirations and goals. They could choose their living environment personalise their rooms. The service made reasonable adjustments so people could be fully involved in discussions about how they received support, including travelling to wherever they needed to go. Some had vehicles personalised to their needs; people chose how and when to use these to access the community and pursue their own personal interests People were encouraged to live full and active lives in the local community. With support they used technology and interacted with others who shared their interests’
People were supported to make the best decisions for them and communicated with others in ways that met their needs, often using voice activated technology. People were clearly delighted at the opportunities this presented. Staff supported people with their medicines in a way that promoted their independence and achieved the best possible health outcomes. People played an active role in maintaining their own health and wellbeing.
Right Care
People’s equality and diverse needs were consistently promoted. Staff understood people’s individual needs and a multi-cultural workforce provided culturally appropriate care. Staff protected people from poor care and abuse and worked well with other agencies to do so. Staff could recognise and report abuse and there were enough appropriately skilled staff to meet people’s needs and keep them safe. It was clear staff cared deeply for the people they supported.
People told us staff knew them well and relatives also confirmed this. People who had individual ways of communicating, using body language, sounds, pictures and symbols could interact comfortably with staff and others involved in their treatment, care and support because staff had the necessary skills to understand them.
People’s care, treatment and support plans reflected their range of needs and this promoted their wellbeing and enjoyment of life. People received care that supported their needs and aspirations, was focused on their quality of life, and followed best practice. People could take part in activities and pursue interests that were tailored to them. The service gave people opportunities to try new activities that enhanced and enriched their lives. Staff and people cooperated to assess risks people might face. Where appropriate, staff encouraged and enabled people to take positive risks.
Right Culture
People led fully inclusive and empowered lives because of the ethos, values, attitudes and behaviours of the management and staff. It was very clear staff were enormously proud of the work they did in supporting people. People received exceptionally good quality care and support because trained staff and specialists who genuinely cared about people, could meet their needs and wishes.
People were supported by staff who fully understood best practice in relation to the wide range of strengths, impairments or sensitivities people with a learning disability and/or autistic people may have. This meant people received exceptionally compassionate and empowering care that was tailored to their individual needs.
Staff knew and understood people extremely well and were responsive, supporting their aspirations to live a quality life of their choosing. Staff turnover was very low, which enabled people to receive consistent care from staff who knew them well. Staff placed people’s wishes, needs and rights at the heart of everything they did. People and those important to them, including advocates, were involved in planning their care. An advocate and a health care professional confirmed this.
The service enabled people and those important to them to work with staff to develop the service and people were involved in interviewing and selecting new staff. Staff valued and acted upon people’s views. People’s quality of life was enhanced by the service’s culture of improvement and inclusivity. Staff ensured risks of a closed culture were minimised so that people received support based on transparency, respect and inclusivity.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for the service at the previous office address was outstanding, published on 25 April 2019. The provider and registered manager had not changed.
Why we inspected
We undertook this inspection to assess that the service is applying the principles of right support right care right culture.
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.