Support'ed Limited

Updated 16 November 2021

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 Care Act 2014.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection was carried out by two inspectors and an assistant inspector.

Service and service type

The service is registered as a domiciliary care agency and provides care and support to people living in their own homes.

Not everyone receiving a service received support with personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where this support is provided, we also consider any wider social care provided. At the time of the inspection seven people were receiving personal care from the service.

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 a short period notice of the inspection because some of the people using it could not consent to a home visit from an inspector. This meant that we had to arrange for a ‘best interests’ decision about this.

Inspection activity started on the 08 September 2021 and ended on the 28 September 2021. We visited the office location on the 28 September 2021.

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 who commission services from the provider. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us with key information about the service, what they so well, and improvements they plan to make. This information helps to support our inspection. We used all this information to plan our inspection.

During the inspection

We met and spoke with three people who used the service. When we met with people, we were also able to meet and observe the care staff supporting them. We spoke with 11 members of staff, which included a registered manager, one of the company directors and care staff.

We looked at the care and medicines records of three people who used the service. Care records included, care plans, daily monitoring reports and incident reports. We looked at the recruitment records of three staff members. A variety of records relating to the management of the service were reviewed. This included quality audits, health and safety checks and policies and procedures.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We spoke with four relatives and five professionals who were involved with the service and people being supported. This included the local authority and specialist learning disability team.

Updated 16 November 2021

About the service

Support’ed Limited (known locally as Support’ed) provides care and support to younger and older people living in their own homes who may have a mental health diagnosis, learning disability and/or autism. At the time of the inspection the service was providing personal care to seven people living in their own homes in and around the Plymouth area. Some of these people received care and support on a 24-hour, seven day per week basis. Others received support at particular times of the day when needed.

Not everyone who used the service received personal care. The Care Quality Commission only inspects where people receive personal care. This is help with tasks related to personal hygiene, medicines and diet. Where this support is provided, we also consider any wider social care provided.

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

Support’ed placed people at the heart of the service. People and relatives told us they had received outstanding care from staff who were extremely caring and compassionate. Relatives said that staff had gone the extra mile during the peak of the COVID-19 pandemic to ensure that people remained safe and continued to enjoy a good quality of life. Other agencies were very positive about the service. Comments included, “This is a company with a strong set of values and they clearly care about the people they support”.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right Support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

The service was able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture. People received a service that was exceptionally personalised and supported people to make choices and develop their independence. We saw people had been supported to move into their own homes and enjoy a meaningful and fulfilled lifestyle, with community involvement and contact with family and friends. People told us about their dreams and wishes for the future and the support in place to help them achieve them.

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.

The management team and staff were exceptional at understanding and responding to people’s communication needs. Innovative methods had been used to help people communicate, make choices, have control over their care and lifestyle and stay connected with their loved ones.

The positive, trusting and friendly interactions we observed between people and staff told us people felt safe and comfortable in their own home. Staff knew what to do if they believed people were at risk of harm and were confident the provider would act promptly to safeguard people.

Staff told us they felt very well supported by their colleagues and management. They said training was provided on a regular basis and was relevant to the needs of people they supported.

There was a positive, open and inclusive culture within the service. The management team provided strong leadership and led by example. There was a strong focus on continuous improvement and ensuring best practice. People, relatives and other agencies were very positive about the leadership of the service and how this benefitted the people supported.

Exceptionally good governance of the service, including regular oversight, audits and feedback ensured the quality of care was maintained and enhanced.

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 Outstanding (published 8 January 2020)

Why we inspected

We undertook this inspection as part of a random selection of services rated Good and Outstanding to test the reliability of our new monitoring approach.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Follow up

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