This inspection visit took place at Creative Support - Blackpool Service (Learning Disabilities) on 19 and 22 March 2016 and was announced. We told the registered manager 48 hours’ before our visit that we would be coming. We did this to ensure we had access to the main office and the management team were available. Creative Support provides care and support services for people with learning disabilities and other complex needs. The service is involved in providing, Community & Outreach Support and supported housing.
The domiciliary agency office is based close to the town centre in Blackpool. The agency cares for adults with learning disabilities in supported houses and outreach support for people living alone or with families. The agency supports people in Fleetwood, Cleveleys and Blackpool. The service provides care and support varying from short visits to 24 hours a day support.
There was a registered manager in place. A registered manager is a person who has registered with the Care Quality Commission 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.
Staff had a good knowledge of how to support people and keep them safe. They were aware of how to raise concerns about poor practice or abuse should they need to. We saw staff received frequent and relevant training.
There were sufficient competent and experienced staff supporting people on the outreach service and in the supported houses. They provided a flexible service which met people’s needs.
Staff recruitment was safe and robust so that risks of employing unsuitable people were reduced. Staff told us their recruitment was thorough and they had to wait for all required checks before they could start working for the service.
People told us staff were caring and supportive. One person said, “The staff have made a difference to me. We go to the gym and other places and have fun. I was fed up before.” Another person said, I am happy with the support I get and I think it has really improved my life.” We saw staff were, respectful, patient and caring towards people. They were careful to protect people’s privacy and dignity.
Staff supported people in a person centred way. Care plans were in place detailing how people preferred to be supported. Relatives and people supported by Creative Support Blackpool said they were involved in making decisions about their care. Relatives told us they were also kept involved where appropriate.
People were provided with support and encouragement to develop new skills and interests including work, social and leisure activities.
Medicines procedures were followed. We saw medicines were managed safely and given as prescribed.
Staff made sure people’s dietary and fluid intake was sufficient for good nutrition and encouraged healthy eating.
People we spoke with told us they knew how to raise a concern or to make a complaint. They said when they had told staff of any concerns they listened to them and took action to improve things.
There were procedures in place to monitor the quality of the service. The registered manager sought people’s views in a variety of ways and dealt with any issues of quality quickly and appropriately.
There was a transparent and open culture that encouraged people to express any ideas or concerns. People and their relatives felt their needs and wishes were listened to and acted on. One person told us, “I feel comfortable in speaking up and have completed a survey for CQC [Care Quality Commission] ”