Consensus Support Services Limited - Shrewsbury

The provider was aware of the principles of Right support, right care, right culture. However, we found areas of improvement were required to ensure the principles were fully realised for each individual.

Right Support: People were supported by staff who were safely recruited and had received training relevant to their role. Some additional training was required and supervisors told us they wanted to spend more time supporting the new staff.

People's medicines were not always stored correctly, and guidance was not always where the care plan directed.

People's records were not always completed fully and there were times when reviews of the records did not happen within the time scales set. People had access to activities, but we received feedback that the activities were limited, and more was needed both in the community and in the home.

Right Care: Risks to people's safety were not always considered. We found a number of risks in the environment which the provider needed to address. People were supported by staff who had been trained in recognising abuse and felt confident speaking up on people's behalf.

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. However, we found some of the paperwork needed to be reviewed to ensure the decisions being assessed were not written as a forgone conclusion even when it was apparent the person lacked capacity in the areas being assessed.

Right Culture: People were supported by staff who were dedicated to their needs however staff felt better leadership was required. Governance systems were in place, but these were not always effective at highlighting the improvements needed.

The views of stakeholder's were sourced and the feedback was used to inform future planning. The service did work in partnership with others however we received some feedback to say better dissemination of information was required. The provider was responsive to the concerns raised and has taken action to address the shortfalls.