Creative Support - Teesside Services

At the last inspection in March 2018, the service was rated good. At this assessment, we found improvements had been made and rated the service as outstanding.

There were 2 registered managers in post. Throughout this report the registered managers will also be referred to as management team.

We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence, and good access to local communities that most people take for granted. This statutory guidance is used by the Care Quality Commission (CQC) when making assessments and judgements about services supporting people with a learning disability and autistic people, and providers must have regard to it.

The management team and staff demonstrated exceptional practice across all areas of right support, right care, and right culture. People received highly personalised and empowering care that truly promoted independence, choice, and meaningful outcomes.

People were supported through deeply compassionate, person-centred care that truly valued and enriched their quality of life. Every aspect of support was thoughtfully shaped around their individual needs, wishes and aspirations. A health professional commented, “The service demonstrates a strong commitment to meeting the needs of our clients within their supported living projects. Support is individually tailored and delivered in a person-centred way.”

The management team had clear aims in providing person-centred care, promoting extremely positive outcomes, and enhancing people’s quality of life. They were continuously looking at ways they could further improve the service, empower people and improve their health and well-being. People were supported by staff who embraced the providers values and were proud to work in such an inclusive environment.

Robust recruitment processes, bespoke training, and regular supervision ensured staff were skilled, knowledgeable, and competent. Staff followed best practice models and guidance, enabling them to support people with a strong understanding of their needs and with compassion. Obstacles were overcome by collaborative working with the person always being the centre of any decision making.

Staff were extremely kind, caring, and provided compassionate care at all times. Observations showed people where truly respected as individuals and relationships with staff were built on trust and mutual respect.

Risks were managed effectively while promoting people’s choices and encouraging new experiences. Incidents were reported, reviewed and used as learning opportunities, with a focus on reduction.

Activities and outings were described as abundant and meaningful, reflecting a service that actively promoted inclusion and a rich social life. A visiting professional told us, “The staff always ensure that the activities are safe, inclusive, meaningful, and enjoyable. The smile on the residents’ faces and their sense of achievement when they have made something themselves that they can take away with them is unmeasurable.” This demonstrated a strong culture of enabling people to live full and connected lives, with staff consistently seeking opportunities to enhance people’s experiences.

People were supported to access a wide range of activities, including film clubs, arts and crafts sessions, trips to cafés and discos, and memorable outings such as visits to the Emmerdale set. These opportunities ensured people experienced enjoyment, social inclusion, and a genuine sense of belonging within their wider community.

The management team shared learning and always maintained effective communication with professionals and families.

Effective governance systems were in place to monitor and assess the quality and safety of the service, ensuring areas for innovation and continuous improvement were identified. The service ensured people could communicate their needs and wishes in personalised ways, with staff attuned to individual communication styles. The service was particularly creative in presenting information in ways people could understand.

We found people were overwhelmingly positive about the quality of their care. They told us they felt safe and fully involved in planning their care and understood their rights.