Link Support

Not everyone who uses the service receives personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. At the time of this inspection the service was supporting 21 people. Eighteen people lived in 10 supported living houses, one person lived in their own flat in sheltered accommodation and two people lived with family members.

Where applicable, the service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence.

People’s experience of using this service and what we found

People were treated with great care and kindness. Staff demonstrated a strong empathy for people supported by the service and were skilled in supporting people to identify and work towards life goals. Staff used innovative ways to help people manage and reduce their anxieties, leading to people gaining in confidence and being able to enjoy their lives more. People were treated with utmost respect and staff worked tirelessly to ensure their dignity was upheld. This was confirmed by people we spoke with and relatives who provided feedback. One relative commented, "They are just brilliant. They would do absolutely anything for [family member's name]."

People received truly person-centred support which promoted excellent outcomes for them and included supporting their independence and control over their lives. People received care and support that was personalised to meet their individual needs. Staff worked extremely well together for the benefit of people and the ethos of the service focused on the needs of the people and their wellbeing. One community professional commented, "I have worked with Link Support for many years and have always found them to be very professional and conscientious in their approach, while maintaining the individual at the heart of the service they give."

People were able to enjoy a number of activities, based on their likes and preferences. Staff continually looked for ways to improve and enhance people's lives by exploring new activities and employment they could participate in. The service was particularly successful in helping people re-build and maintain relationships with family members and others important to them.

The outcomes for people using the service who had a learning disability and/or autism reflected the principles and values of Registering the Right Support. The service and staff strongly promoted choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent. The whole ethos and values of the service were designed, and were successful, in making sure people were supported to live a full and meaningful life.

People were protected from the risks of abuse and said they felt safe with the staff providing their support and care. Risks to people’s personal safety had been assessed and plans were in place to minimise those risks. Staff recruitment and staffing levels supported people to stay safe while working towards their goals and going about their lives.

People received effective care and support from staff who knew them well and were well trained. People received effective health care and support. Medicines were handled correctly and safely. People's rights to make their own decisions were protected. 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 benefitted from staff who were happy in their work and felt well managed and supported. People benefitted from a service which had an open and inclusive culture and encouraged suggestions and ideas for improvement from people who use the service, their relatives and staff. The quality assurance systems were successful in ensuring the high quality of the service was maintained.

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 this service was good (published 20 June 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.

Link Support is a domiciliary care service providing personal care to people in their own homes. At the time of our inspection 15 of the 17 people receiving a service were living in supported living accommodation.

The service had a registered manager as required. A registered manager is a person who has registered with the CQC 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 registered manager was present and assisted us during this inspection.

The service and staff were exceptionally caring in enabling and supporting people to rekindle family relationships and to maintain their independence. The service went above and beyond what they were commissioned to provide, to the great benefit of people who use the service. One relative commented, "Thank you for giving me the opportunity to say how much I appreciate the great support my relatives receive. The staff seem to care very much."

People were treated with care and kindness. They were consulted about their support and could change how things were done if they wanted to. People were treated with respect and their dignity was upheld. This was confirmed by people we spoke with and relatives who provided feedback.

People were protected from the risks of abuse. Some staff recruitment issues were identified, but were dealt with by the registered manager immediately following the inspection. People and their relatives confirmed people were encouraged and supported to maintain and increase their independence.

People received effective care and support from staff who knew them well and were well trained. They told us staff had the training and skills they needed when providing their care and support. People received effective health care and support. Medicines were stored and handled correctly and safely.

People's rights to make their own decisions were protected. 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.

Where people were potentially being deprived of their liberty, the service had made the relevant commissioning authorities aware. This was so that commissioners could make applications to the Court of Protection for the appropriate authorisations.

People's diversity needs were identified and incorporated into their care plans. People's right to confidentiality was protected and they received support that was individualised to their personal preferences and needs.

People and their relatives knew how to complain and knew the process to follow if they had concerns. They confirmed they felt the staff and management would act upon any concern raised.

Staff were happy working for the service and people benefitted from staff who felt well managed and supported. People and their relatives thought the service was well-led, which was confirmed by social care professionals.

People benefitted from a service which had an open and inclusive culture and encouraged suggestions and ideas for improvement from people who use the service, their relatives and staff.