Creative Care and Support Limited

Updated 17 May 2019

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. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection was carried out by an adult social care inspector and an assistant inspector.

Service and service type:

Domiciliary care agency.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

We gave the service 24 hours’ notice of the inspection visit because we needed to be sure the registered manager would be available

Inspection activity started on 23 April 2019 and ended on 30 April 2019. We visited the office location on 30 April 2019 to see the registered manager and staff; and to review care records and policies and procedures. The assistant inspector contacted people and their relatives on 23 April 2019 for feedback about the service.

What we did:

• We reviewed notifications we received from the service.

• We reviewed information we received prior to the inspection from people using the service, their relatives and care staff.

• We looked at six people’s care records.

• We looked at records of accidents, incidents and complaints.

• We looked at audits and quality assurance reports.

• We spoke with three people using the service and four relatives.

• We spoke with eight members of staff.

• We spoke with the registered manager and business manager.

Updated 17 May 2019

About the service:

Creative Care and Support Limited is a domiciliary care agency providing personal care to people in their own homes. At the time of this inspection it was providing services to 62 people.

People’s experience of using this service:

During the last inspection we identified the provider’s systems which monitored quality and safety of services provided were insufficient to ensure people consistently received safe care and support. At this inspection, we found people received a good service and support was provided by staff who were safely recruited. The provider ensured care was delivered in a safe way and had introduced a range of systems since the last inspection to ensure care was monitored effectively.

People told us staff were kind and caring. They were positive about how they were treated by staff. People told us they were in control of their day to day routines and staff supported them to remain independent. People were generally happy with their call schedules; however, some mixed feedback about the punctuality of people’s care calls indicated further improvements were required in this area. The management team were aware of this issue and demonstrated they were committed to improving this aspect of the service.

Staff received training which they told us equipped them for their roles, and also told us the induction they received was effective.

People were supported in maintaining good health, and staff liaised with external healthcare providers where appropriate to ensure care was provided in a way that met people’s needs.

Staff told us the management team were supportive and understanding of their own personal circumstances. People and relatives said the management team were very approachable.

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. The service followed clear processes for obtaining consent before care and treatment was provided. The quality of people’s completed consent forms was sometimes inconsistent, which the provider assured would be addressed after the inspection.

Rating at last inspection:

Requires Improvement. The report was published on 27 April 2018.

Why we inspected:

This was a planned inspection based on the rating awarded at the last inspection.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk