Individual Care & Support Services Limited was rated Good overall at its first inspection, with strong person-centred care, consistent staffing, and positive family feedback across four key questions. The Well-Led domain requires improvement due to governance systems failing to identify gaps in risk management plans, communication care plans, and consent practices, compounded by the absence of a registered manager.
Concerns (5)
moderate
Care planning
: “Care plans for 2 people with identified medical conditions lacked detailed guidance about how to manage these conditions and keep them safe.”
moderateConsent / capacity: “Consent was not always obtained from people with the legal authority to do so. The provider took action to immediately address this during the inspection.”
moderateGovernance: “Audits and checks had failed to identify issues we found in relation to risk management plans, communication care plans and consent for care and treatment.”
moderateLeadership: “At the time of our inspection there was not a registered manager in post. The provider had taken over the daily management of the service.”
minorCare planning: “Care plans lacked detailed information and guidance about how to communicate with people effectively.”
Strengths
· Safe recruitment processes were followed and people were supported by consistent staff who arrived on time and completed all required tasks.
· Staff received relevant training, regular supervision, and competency assessments, with family members expressing confidence in staff skills.
· People were well-treated with dignity and respect; staff built positive, trusting relationships with those they supported and their families.
· People received person-centred care based on individual needs and preferences, including community access supported by a suitable vehicle.
· Medicines were administered safely in line with prescriber instructions, with families reporting confidence in medication management.
Quality-Statement breakdown (17)
safe: Assessing risk, safety monitoring and management; Using medicines safelyGood
safe: Systems and processes to safeguard people from the risk of abuse; Learning lessons when things go wrongGood
safe: Staffing and recruitmentGood
safe: Preventing and controlling infectionGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Staff working with other agencies; Supporting people to access healthcare servicesGood
effective: Mental Capacity Act and consentGood
caring: Ensuring people are well treated and supported; respecting equality and diversity; privacy, dignity and independenceGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
responsive: Meeting people's communication needsGood
responsive: Planning personalised care; supporting relationships and social inclusionGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportNot rated
well-led: Continuous learning and improving care; governance systemsRequires improvement
well-led: Promoting a positive, person-centred, open and inclusive cultureGood
well-led: Engaging people, staff and partners; duty of candourGood