One to One Support Services

Not everyone who used the service received personal care. The Care Quality Commission (CQC) only inspects where people receive personal care. This is help with tasks relating to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection, 15 people were receiving the regulated activity of personal care.

We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

This was a planned inspection due to an aged rating. One to One Support Services was previously registered with CQC at a different address, where they were inspected and rated as Good in December 2018. This report relates to the first inspection at this current address.

Staff understood safeguarding principles and received up to date training. Clear policies, including whistleblowing were in place to offer further guidance. Staff understood how to recognise and report concerns. Monitoring by skilled staff noted even subtle changes and acted quickly to keep people safe and well. Learning was embedded across the service, driving continuous improvement and innovation.

The service worked collaboratively in partnership with other organisations and kept up to date with new research and development to make sure staff were trained to follow best practice.

Staff used innovative ways of involving people and others in their care and support plans, so that they felt consulted, listened and valued. The service was meeting people’s information and communication needs over and above complying with the Accessible Information Standard. Professionals confirmed the service had achieved some exceptional results. Arrangements for social activities had been creative in meeting people’s individual needs and followed best practice guidance so people could live as full a life as possible.

Care calls were delivered consistently and punctually, reflecting a well organised service where people felt reassured in knowing who would be attending and when. People spoke positively about continuity of care and highlighting the benefit of smaller dedicated care teams who understood their individual needs, preferences and routines. This continuity enabled meaningful and trusting relationships developed, contributing to people feeling safe, valued and respected.

Leadership of the service was a significant strength. The registered manager supported by a senior leadership team, fostered an inclusive, transparent and compassionate culture where people, relatives and staff felt valued. People and staff felt confident to speak up, knowing concerns would be taken seriously and acted upon. Strong governance, effective communication and partnership working ensured people received seamless, coordinated care.