CSS Care Ltd

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people were safe and protected from avoidable harm. The provider was previously in breach of the legal regulations as they did not respond to safety events appropriately, failed to learn from incidents, accidents and safeguarding concerns, risks were not fully assessed and managed, medicines records lacked detailed information, recruitment was not safe, access to training, supervisions or appraisals needed improving, visiting records were inconsistent records and people were not always supported to have maximum choice and control. The provider had improved since our last assessment and was no longer in breach of these regulations.

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this. The provider was previously in breach of the legal regulations as they failed to ensure people’s needs were fully assessed and accurate, complete and contemporaneous records were not kept. The provider had improved since our last assessment and was no longer in breach of this regulation.

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery. The provider was previously in breach of the legal regulations as they failed to ensure information was provided in a way that was tailored to people’s individual communication needs. The provider had improved since our last assessment and was no longer in breach of this regulation.

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care. The provider was previously in breach of the legal regulations as they failed to ensure recruitment of leaders was safe and governance systems were poor and ineffective. The provider had improved since our last assessment and was no longer in breach of these regulations.