- Homecare service
Creative Care and Support Limited
Report from 8 January 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 13 January to 24 January 2025. This service is a domiciliary care service, registered to provide personal care for people living in their own homes in the community. They provide support to people with a range of different needs including older people and people with a learning disability and/or autistic people. At the time of the assessment the service was providing the regulated activity of personal care to 65 people. The provider was in the early stages of implementing a new electronic call monitoring and care recording system, as well as making changes to the existing management structure. This assessment was prompted in part by receipt of information relating to incidents which occurred at the service as well as the length of time since we last inspected. The information shared with CQC indicated potential concerns about the standard of care. This assessment examined those risks. We found that although action had been taken to address the issues raised, we found concerns around the management and oversight of risk. Care records on the new system were not yet clear or robust in identifying support needs or mitigating risk and monitoring systems did not provide adequate oversight of the service. This meant some aspects of the service were not always safe and there was an increased risk people could be harmed. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. We rated this service under our previous methodology in April 2019 where it was rated as good overall. At this assessment we rated the provider overall requires improvement. We found breaches of regulations in safe care and treatment and good governance. The provider submitted an action plan in response to our concerns.
People's experience of this service
During the assessment we received mixed feedback from people who used the service and their relatives about their experiences of care. People and their relatives were mainly positive about the staff that supported them. One relative told us, “They’re very kind to [person] and [person] likes their company and they’re always chatty so yes I’d recommend them.” Some people and relatives said that communication with the provider could be better and that changes to staff and call times could be an issue. One told us, “My main concern is my hours as I only have 3 calls a day and at the moment they’re not working.” “However, another person told us, “I like them and would score them 10/10 because they are very punctual, and they look after all my needs and are all friendly.” We visited people with a learning disability in their own home. Some people could not tell us directly about their experience, but as well as speaking to staff we also observed staff interactions, as well as reviewing care records. One person gave us varied feedback about staff supporting them. The principles of the Mental Capacity Act (MCA) had not always been followed with records around consent not always completed, up to date or lacking detail. However, staff were clear of their role in supporting people to have choice and control of their day to day lives. Where it was part of their support package, people were supported to visit family and friends and undertook activities and outings in the community which supported their independence, health, and wellbeing.