365 support services

Updated 26 April 2023

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

This inspection was carried out by 1 inspector.

Service and service type

This service provides care and support to people living in 11 ‘supported living’ settings, so they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

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

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 1 person who used the service, the registered manager, the director of business management, the training co-ordinator, 1 unit manager and 3 members of care staff.

We looked at records in relation to people who used the service including 1 care support plan, medication records and systems for monitoring the safety and quality of the service provided. We looked at staff training and quality assurance records.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We spoke with a relative on the telephone to help us understand their experience of the care and support their loved one received. We also received written feedback from a visiting professional.

Updated 26 April 2023

About the service

365 support services is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. The service also provides care and support to people living in 11 'supported living' settings, so that they can live in their own home as independently as possible.

People's care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people's personal care and support.

Not everyone using 365 support services receives regulated activity; CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. The service currently provides a service to 82 people and supports 1 person with a regulated activity.

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

Although, risks to people were identified and managed and mitigated by staff to lessen the risk of harm to people, further information was required in peoples' support plans, to ensure sufficient guidance to staff. We have made a recommendation about this.

Accidents and incidents were recorded appropriately and analysed for any patterns or trends to help prevent the risk of recurrence.

People received their medications as prescribed and by staff who were trained and competent.

Staff recruitment processes ensured staff were safe to work with people. In addition to mandatory training, staff received more specialised training, to help deliver care to people which was tailored to their specific health and support requirements.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

We observed staff support and interact with people in a respectful way. It was evident staff enjoyed close relationships with the people they supported.

The management team was committed to delivering high-quality and individualised care to people, staff understood, shared and practiced these values. However, governance processes required review to ensure their efficiency. We have made a recommendation about this.

Although people were invited to provide feedback on the service, improvements were required to quality assurance arrangements. We have made a recommendation about this.

The service worked in collaboration and partnership with other relevant organisations to help achieve better and more positive outcomes for people.

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 (report published 29 August 2018).

Why we inspected

We received concerns in relation to potential incidents and staffing. As a result, we undertook a focused inspection to review the key questions of safe, effective and well-led only.

We found no evidence during this inspection that people were at risk of harm from this concern. Please see the safe, effective and well-led sections of this full report.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.

The overall rating for the service has remained good based on the findings of this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for 365 Support on our website at www.cqc.org.uk

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.