First inspection of Creative Support – Whinn Dale Extra Care Service rated Good across all five key questions, with safe medicines management, detailed person-centred care plans and positive relative feedback. Some staff raised concerns about staffing levels, management support and gaps in MCA knowledge, which the registered manager was actively addressing.
Concerns (5)
moderate
Staffing levels
: “Some staff told us they felt the service was short-staffed, although a senior member of staff told us recruitment was under way to address this.”
moderateLeadership: “Some staff told us they did not always feel supported by management; they gave examples to support this.”
minorConsent / capacity: “the provider had systems in place for obtaining people's consent, or acting in their best interests, although some staff did not exhibit a good knowledge of this area.”
minorComplaints handling: “they did not describe the appropriate steps for complainants to take when they had exhausted the internal complaints procedure.”
minorIncident learning: “Staff told us they would report any incidents or accidents directly to the registered manager... although one said they weren't always confident things would be addressed.”
Strengths
· Medicines were managed safely with regular reviews and audits
· Safe recruitment with appropriate background checks and effective induction
· Risk assessments tailored to individual needs (falls, malnutrition, personal safety)
· Care plans were highly detailed and reflected personal preferences
· Information available in accessible formats including large print, easy read, braille and other languages
Quality-Statement breakdown (20)
safe: Preventing and controlling infectionNot rated
safe: Using medicines safelyNot rated
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Learning lessons when things go wrongNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Supporting people to eat and drink enough to maintain a balanced dietNot rated
effective: Staff working with other agencies to provide consistent, effective, timely careNot rated
caring: Supporting people to express their views and be involved in making decisions about their careNot rated
caring: Ensuring people are well treated and supported; equality and diversityNot rated
caring: Respecting and promoting people's privacy, dignity and independenceNot rated
responsive: Meeting people's communication needsNot rated
responsive: Planning personalised care to meet people's needs, preferences, interests and give them choice and controlNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements; Continuous learning and improving careNot rated
well-led: Promoting a positive culture that is person-centred, open, inclusive and empowering; duty of candourNot rated
well-led: Engaging and involving people using the service, the public and staff; Working in partnership with othersNot rated