Background to this inspection
Updated
26 April 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 completed by an adult social care inspector from the Care Quality Commission (CQC). An assistant inspector also provided support with making telephone calls to obtain additional feedback on people’s experiences of using this service.
Service and service type
Complete Care and Enablement provides care and support to people living in a ‘supported living’ setting, so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. The CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.
Notice of inspection
This was an announced inspection, which meant we gave the service 24 hours’ notice of our visit. This was because the service supports people living in the community and we wanted to be certain there would be someone available to facilitate our inspection.
What we did
We reviewed information we had received about the service since the last inspection. This included details about incidents the provider must notify us about and we sought feedback from the local authority who work with the service. We used information the provider sent us in the Provider Information Return (PIR). This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.
Due to the nature of the service, the number of supported people who were able to share their experiences with us was limited. However, we were able to speak with two supported people, three relatives and two social care professionals. We also used the Short Observational Framework for Inspection (SOFI) to observe interactions in communal areas. SOFI is a way of observing care to help us understand the experience of people who could not talk with us.
During the inspection we spoke with the area manager (registered manager), three service managers, two team leaders, a coordinator, a behaviour specialist and three support workers.
We looked in detail at six support plans and associated documentation. We looked at two staff files, as well as records relating to the oversight and governance of the service, policies and procedures, recruitment, training and quality monitoring.
Updated
26 April 2019
About the service
Complete Care and Enablement provides supported living and domiciliary care. The service is also known as CareTech by some of the people who used the service and their relatives. At the time of this inspection, 13 people were in receipt of personal care. The majority of people who used the service lived with a learning disability and/or complex mental health needs and were aged under 65.
People’s experience of using this service
¿ The service was exceptionally responsive to people’s needs. People's confidence and independence had increased since they started to receive support from Complete Care and Enablement. People were encouraged to live full and active lives and were empowered to participate in value based activities. The service's ethos was to fulfil people’s aspirations and support them to achieve their goals. Activities were meaningful and reflected people’s interests and personal preferences.
¿ People had comprehensive risk assessments in place and support plans that were focused on empowering people to achieve their goals and ambitions. People's support plans were tailored to them and had been developed with involvement of their families.
¿ Staff benefitted from specialist training and people were working with behaviour specialist’s and psychology to complete work which was outcome focussed and aligned with a supported person's life journey.
¿ People received multidisciplinary input from a range of professionals which included, physiotherapy, occupational therapy, psychiatry and psychology.
¿ The registered manager was inspirational and led by example. They followed best practice and pursued opportunities to improve care and people’s experiences to attain better outcomes. There was an open, honest, caring and positive culture across the service and staff demonstrated a high value base. This was clearly led from the top down. The registered manager was also supported by a team of exceptionally motivated and dedicated service managers and team leaders.
¿ Staff consistently demonstrated the values of the service and put people at the heart of everything they did. Staff were clear they worked as a team and for the benefit of everyone who used the service. Staff provided enthusiastic and individualised support to people which was prioritised over daily tasks such as household chores and tidying. People and their relatives spoke highly of the support people received and attributed their progress and quality of life to the staff and support they provided. People were motivated to achieve and their accomplishments were celebrated.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection: Good (Report published 15 September 2016)
Why we inspected: This was a planned inspection based on the rating at the last inspection. The service has improved its overall rating to ‘Outstanding.’
Follow up: We will continue to monitor this service and plan to inspect in line with our inspection schedule for those services rated outstanding.