Archived: Creative Support East Lancashire Personalised Services

Creative Support East Lancashire Personalised Services is registered with the Commission to provide personal care. The service offers support to people in tenancy accommodation or within a community setting in their own homes. The range of services provided includes personal and social care and domestic assistance. At the time of our inspection there was one person receiving a service.

We last visited Creative Support East Lancashire Personalised Services on the 25 November 2013 2014. The service was fully compliant in all areas assessed.

At the time of this inspection there was a registered manager in post. 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.

During this inspection we found the service was meeting the current regulations.

People using the service received care and support from a team of staff who had been recruited safely and trained to deliver safe and effective care and support. Supervision of staff meant there was good oversight of how staff conducted themselves, protected people from abuse or harm and ensured they were treated with respect.

Staff had been trained in safeguarding vulnerable people and knew what to do if they suspected any abusive or neglectful practice. Safeguarding procedures were in place to guide and direct staff in reporting any concerns they had. People had the opportunity to report any concerns regarding the staff who supported them to senior management.

Risks to people’s health, welfare and safety were managed very well. Risk assessments were thorough and informed staff of the actions to take to support people safely. People knew they could contact the agency at any time and had emergency contact details for out of office hours.

There were appropriate arrangements in place to support people to take their medicines. People received their medicines as prescribed by staff that had been trained to do this safely.

Staff knew what to do in emergency situations and had guidance around keeping themselves and people they supported safe. Good arrangements were in place for staff to gain entry into people’s homes without placing them at risk.

Staff were trained in the principles of the Mental Capacity Act 2005 and understood the principles of ‘best interest decisions’ regarding people’s care and support. People’s diversity was respected and care plans were well written, person centred and focused on the needs of people using the service. People’s right to privacy, dignity, choice and independence was considered and reflected in their care plan.

Staff were well trained and supported by the manager to gain further skills and qualifications relevant to their work. Staff were effectively supervised and were subject to quality monitoring checks to make sure high standards were being maintained at all times.

The service provided was flexible in meeting people’s needs. Visit times were scheduled to suit personal requirements. Assessment of people’s needs was an on-going process which meant any changes to their care was planned for. Changes to people’s needs and requirements were communicated well which meant staff were kept up to date with these changes.

People had opportunities to raise any issue of concern or pass on compliments about the service to the manager and registered provider.

Staff expressed their confidence in the registered manager and felt the agency was very well managed. Their performance was monitored well and they were accountable for their practice. They worked together as a team, felt valued and expressed job satisfaction.

We found there were good systems in place to assess and monitor the quality of the service, which included feedback from people using the service.

The provider had achieved the Investors In People award (IIP) demonstrating the provider’s commitment to good business and excellence in people management.

We asked staff to tell us how they ensured people who used the service received care that was safe and relevant to people's needs. One staff member told us, 'The care files are important because they keep track of progress they have health records. I keep my files up to date'.

The two staff files we looked at had evidence of safeguarding training relevant to their role that had been completed recently. The manager showed us a training matrix which included detailed safeguarding training completed by staff.

We spoke with 13 people who used the service and received positive comments about the manager. Some comments received were, 'The manager is fine I have met him', X is a nice lad, supportive'.

People we spoke with also made positive comments about staff. Comments received were, 'They (the staff ) are tremendous I couldn't complain', 'I have no complaints, if I did I would speak to the manager' and, 'I have no complaints I am quite happy'.