About the service: Community Support Services provides personal care to older and younger adults, living with physical disability, mental health conditions and learning disabilities living in their own houses or in supported living accommodation.

People’s experience of using this service:

People received outstanding care from staff who were kind, compassionate and passionate in supporting them to live fulfilling lives. Person centred care was promoted and encouraged, and independence was embedded in planning and practice. People were actively involved and supported to be part of the community. The service had provided training and voluntary opportunities to provide people with skills and experience to support them into employment.

People were supported and empowered to be fully involved in their care. Where people had communication difficulties, the service adapted to the individual to ensure people were included and listened to and able to express themselves. People’s choices, lifestyle, religion and culture as well as their personal and health care needs were all included in the care planning process. The service worked in partnership with health care professionals to ensure timely access to health care services.

People’s needs were met by good planning and coordination of care. Admission into the service was well planned with the management and staff team working in partnership with people, their family and professionals to ensure a smooth transition. People were engaged in regular reviews of their care and changes in need were recognised promptly and communicated effectively. A well-managed complaints procedure was in place and people felt confident that problems would be responded to appropriately.

People received safe care. Risk assessments were reviewed regularly to ensure safe care, and people were included in the risk assessment process, positive risk taking was supported. Staff were well trained and could recognise signs of abuse and knew how to report it. Safe recruitment procedures meant that only suitable staff were employed. People were actively involved in the recruitment process and formed part of the interview panel. Staff training schedules meant people could be assured staff had the knowledge and skills to do their job. Medicines were managed safely. Staff used protective personal equipment (PPE) to prevent the spread of infection this included gloves, aprons and hand gels.

The provider, management team and staff had developed an open and honest culture, people and staff found them friendly and supportive. The registered manager was an active part of the team, this along with robust quality monitoring processes meant they maintained good oversight of the service. The registered manager encouraged continuous learning and ensured that the service continued to evolve to meet people’s needs. The staff and management team worked in partnership with people, their family and professionals to achieve positive outcomes for people.

People received care in line with the law and guidance and were supported in the least restrictive way possible. The service worked closely with advocacy services to support people when needed.

Rating at last inspection: The service had changed provider, this was a first comprehensive inspection.

Why we inspected: This was a scheduled first inspection. The service is rated good overall.

Follow up: We will continue to monitor the service through the information we receive until we return to visit as per our re-inspection programme. If any information of concern is received, we may inspect sooner.

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