Creative Support - Warwickshire Services

People's experience of using this service: • People were encouraged and supported by staff to make decisions about their care and how this care was delivered to them. Staff knew people's preferred ways of communicating, to assist people to make their own choices. •Relatives gave us mixed opinions about the consistency of care staff as the service used a high number of agency staff, although there were enough staff to support people. A relative felt staffing rotas, although improved, at times got in the way of certain activities when some staff had to finish their shift. •Risks to people were managed in a way that kept them as safe as possible. Risk management guidelines helped care workers when supporting people. Risks which affected people's daily lives, both in the home and out in the community, were documented and managed by staff. •Staff were trained to administer medicines and they did so in a safe way, completing appropriate records which were regularly audited and checked. •The provider arranged training for staff that met the needs of people using the service. •Care plans were personalised, but needed improvements to reduce duplication and to make sure they corresponded with each other. This was planned for. •People's support hours were more structured so people knew how much time they had with staff, to achieve the things they wanted to do. •People were supported to make daily living choices such as what they wanted to eat and how to maintain good mental and physical health. •Staff were aware people's needs could change, and understood when to seek advice and involve other health care professionals and services. Staff knew how to keep people protected from poor practice or abuse. •People were treated respectfully and with understanding. Staff were keyworkers for people which helped them get to know people well. Staff's feedback to us showed they took a genuine interest in people and they knew them well. •Part of staff's support was to encourage and support people to be as independent as possible. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

We found the service met the characteristics of a "Good" rating in five areas. For more details, please see the full report which is on the CQC website at www.cqc.org.uk