See U Support

See U Support is a domiciliary care agency that provides support to people in their own homes. The service is based in and around Ipswich. Less than five people were using the service, two of which were in receipt of personal care.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

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

People we spoke with were satisfied with the care and support they received and spoke highly of the staff. Staff were well trained and competent to meet their care needs.

CQC has concerns about the lack of management oversight because an experienced and appropriately qualified person was not in day to day control of the service. Since registration the people put forward at that time have changed and the registered manager post has remained vacant, despite managers being appointed.

This lack of oversight had led to not fully understanding the legislation and rules governing social and health care providers. For example, not informing the Care Quality Commission [CQC] when managers had changed, or when serious incidents had occurred. Additionally, there was a lack of understanding in relation to obtaining criminal records and processes to follow. Where systems had been set up to monitor and review care systems these had not been continued. Therefore, monitoring and actions leading to improvements had lapsed.

Staff had stepped up, but were without experience, knowledge, appropriate qualifications or supported by a person who was able to guide 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; This was the practice followed, based upon training received. Staff were unaware of systems of accountability and this was not monitored and reviewed.

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 most the underpinning principles of Right support, right care, right culture.

Right support:

¿ People had individual tenancies in their own home or lived with family. This model of care maximised people’s choice, control and independence. Care and support had been developed around individual assessed needs. Staff worked in a way which promoted people's independence.

Right care

¿ Care was person-centred and promoted people's dignity, privacy and human rights. People confirmed their privacy and dignity was respected. Support plans were person centred and ensured the person was involved in the development and review of their plan as far as possible. Training and support for care staff ensured human rights was at the heart of the delivery of care and support.

Right culture:

¿ Ethos, values, attitudes and behaviours of the provider may not sustain a positive culture. Despite not being well led staff tried to ensure people using services lead confident, inclusive and empowered lives. People’s diverse needs were assessed, supported and respected. People were supported to make choices and live the life they chose.

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

Rating at last inspection This service was registered with us on 11/07/2020 and this is the first inspection.

Why we inspected

The inspection was prompted in part due to concerns received about the lack of management oversight and staffing. We had received information that the service was operational despite assurances from the provider that they were not providing personal care to people. A decision was made for us to inspect and examine those risks.

We have found evidence that the provider needs to make improvement. Please see the well led section of this full report. You can see what action we have asked the provider to take at the end of this full report.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for See U Support on our website at www.cqc.org.uk.

Enforcement

We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.

We have identified breaches in relation to fit and proper persons employed, Infection control and prevention and good governance at this inspection.

Please see the action we have told the provider to take at the end of this report.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

Follow up

We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.