Pharos Supported Services

Ratings

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Good

• Caring

  Good

• Responsive

  Requires improvement

• Well-led

  Requires improvement

Our view of the service

Pharos Supported Services is a supported living service providing personal care to people living in their homes. Not everyone who used the service received personal care. CQC only inspects where people receive a regulated activity of personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. We carried out our on-site assessment on 17, 22 and 23 April 2024. During this time, we visited the office location, and 4 supported living properties. During this assessment 32 people were receiving support with personal care in 19 supported living properties across the West Midlands Region. The service supports people with learning disabilities and autistic people. We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it. The assessment was prompted by a review of information we held about the service. We identified 3 breaches of the regulations. We found known risks were not always managed and care plans and risk assessment did not always provide sufficient guidance to support some people safely, this was a breach of regulation 12. We found the provider did not always follow their complaints procedure, this was a breach of regulation 16. The provider also failed to have effective systems to monitor the quality of care, this was a breach of regulation17.

People's experience of this service

We received some mixed feedback from people and their relatives about the care and support people received. Most people and their relatives were very pleased with their care. A relative told us, “We can’t praise them enough for their care. We worked closely together with the staff team.” Another relative told us they were not happy with aspects of their family member’s care, and this was shared with the provider to follow up on. Relatives told us they knew how to make complaints about the service. However, some relatives were not happy with how their concerns had been dealt with.