Background to this inspection
Updated
8 December 2017
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
This announced inspection took place on 18, 22, 23, 24 and 25 October 2017 and was undertaken by one inspector. The provider was given 36 hours’ notice because we needed to ensure someone was available to facilitate the inspection.
Before the inspection, we asked the provider to complete a Provider Information return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. In addition we reviewed the information we held about the service including statutory notifications and any safeguarding referrals raise. A notification is information about important events which the provider is required to send us by law.
We also contacted the social care commissioners who monitor the care and support the people receive. We used the information they provided us to inform our planning of the inspection.
During the inspection we visited five people in their own home and observed some of the care provided. We also spoke to 13 staff which included four service leaders, three senior support workers, four support staff, an administrator and the registered manager. We also contacted three relatives and a number of health professionals who supported some of the people.
We reviewed the care records of four people and three staff recruitment files. We also reviewed records relating to the management and quality assurance of the service.
Updated
8 December 2017
Community Integrated Support Leicester Regional Office provides personal care services to people living within supported living accommodation across Leicestershire. At the time of our inspection 26 people were receiving care.
We had previously inspected this service in July 2015 when it was based at a different address in Leicester, at that inspection the services was rated ‘Good’.
This inspection took place on the 18, 22, 23, 24 and 25 October 2017. The service had remained Good and we found that there were areas which had continued to be improved and have rated the service overall as ‘Outstanding.’
There was 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.
The service demonstrated an excellent commitment to providing outstanding care which put people at the heart of everything. The registered manager led and inspired the staff to deliver person centred care which had achieved consistently outstanding outcomes for people.
Staff continuously went the ‘extra mile’ to ensure that people lived as fulfilled and enriched lives as possible. They respected people’s individuality and enabled people to express their wishes and make choices for themselves. Positive therapeutic relationships had been developed and staff were proud of the support that they had provided to people and the positive outcomes they had observed.
Staff knew their responsibilities as defined by the Mental Capacity Act 2005 (MCA 2005). The provider was aware of how to make referrals to the Court of Protection if people lacked capacity to consent to aspects of their care and support and were being deprived of their liberty. People were supported to use communication aids and information was provided to people in an accessible format to enable them to make decisions about their care and support.
There was a very effective system of quality assurance led by the provider and registered manager that ensured people consistently received exceptional care and support. The people receiving care from Community Integrated Care - Leicester had an enhanced sense of well-being and quality of life because staff worked innovatively to enable people to have meaningful experiences and to become active members of the local community.
People who demonstrated behaviour that may challenge services received care that was based upon best practice guidelines that met their individual needs and successfully reduced instances of incidents within people’s home and community.
Staff demonstrated the provider's values of offering person centred care that respected people as individuals in all of their interactions with people. People, their relatives and the professionals involved in people's care consistently told us that the service provided ‘exceptional care’ to people. People could be assured that they would be supported by sufficient numbers of staff. Records showed that people received their care in the way they needed to maintain their safety.
People's health and well-being was monitored by staff and they were supported to access health professionals in a timely manner when they needed to. People were supported to have sufficient amounts to eat and drink to maintain a balanced diet. People experienced caring relationships with staff and good interaction was evident.
Staff understood their responsibilities to safeguard people and knew how to respond if they had any concerns. Care plans contained risk assessments which gave detailed instructions to staff as to how to mitigate risks; these enabled and empowered people to live as independent a life as possible safely.
The provider ensured that the service kept up to date with the current best practices and innovative ways to support people through membership of relevant organisations and working with various professionals and agencies.
The registered manager continuously looked at ways to improve the service and enhance people’s lives. The feedback from the people, relatives and professionals was consistently positive.