ISSAC

ISSAC provides both home care and supported living services. This report relates only to the supported living service for people receiving personal care. A separate report has been published for the home care service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of the assessment, 15 people were receiving the regulated activity of personal care under the supported living service.

We assessed the service against the principles of Right Support, Right Care, Right Culture guidance to make judgements about whether the provider guaranteed people with autism and a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

We found that people received exceptionally person-centred care from a staff team that knew them well and was highly committed to achieving positive outcomes. Staff consistently went above and beyond to promote people's independence, choice and control, supporting them to live fulfilling lives centred around their individual needs and preferences. Care and support were delivered with kindness, compassion and genuine warmth, which enabled people to feel valued, respected and in control of their lives.

There were sufficient numbers of skilled and experienced staff to meet people's needs safely and effectively. The provider placed a strong emphasis on consistency, ensuring people were supported by staff who understood their preferences, communication needs and individual circumstances. Staff completed a comprehensive induction and ongoing training programme, including specialist training tailored to the needs of the people they supported. They received regular support, supervision and development opportunities to help ensure care was delivered in line with best practice.

People were protected from abuse and avoidable harm. Staff understood their safeguarding responsibilities and were confident in recognising and reporting concerns. Risks were assessed and managed appropriately and medicines were managed safely.

Staff worked closely with health and social care professionals to ensure people received coordinated and effective support. Professionals spoke positively about the quality of care provided and the professionalism of staff. One professional told us, “I have worked alongside ISSAC in supporting a person with complex needs and have been consistently impressed by the quality of care and professionalism demonstrated by the staff team.”

The provider promoted an inclusive and supportive culture for staff. Staff told us they felt valued, listened to and supported by managers. Employment practices were flexible and responsive to individual circumstances, contributing to a stable workforce and continuity of care for people using the service.

The nominated individual, who was also the registered manager, was visible, approachable and actively involved in the day-to-day running of the service. A range of governance systems were in place to monitor quality, safety and performance and support ongoing improvement. We identified some areas where oversight could be strengthened, including the timely submission of notifications to CQC, some aspects of Mental Capacity Act documentation and recruitment processes. The registered manager was open and receptive to our findings and took prompt action to address these areas. These issues had not impacted on people's care, safety or outcomes. People continued to receive high-quality, person-centred support from a skilled and committed staff team.