# Community Support Services

*Operated by East Riding of Yorkshire Council.*

Community Support Services is a CQC-regulated home-care agency in Driffield.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Outstanding |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Outstanding |
| Well-led | Outstanding |

Rating published: 21/05/2020

## Practical info

- Postcode: YO25 5JE
- Registered manager: Conman, Carolyn
- Local authority: East Riding of Yorkshire
- Region: Yorkshire & Humberside
- City: Driffield
- Last CQC check: 21/May/2020 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Staff reported strong morale and felt well supported by managers at all levels
  - Published: 2021-10-30
- Finding
  - Evidence: Complaints system was accessible and clearly recorded with outcomes and apology letters where appropriate
  - Published: 2021-10-30
- Finding
  - Evidence: Care plans included person-centred re-ablement goals and risk assessments accessible electronically to staff
  - Published: 2021-10-30
- Finding
  - Evidence: Effective use of Webroster mobile technology to communicate care plans and rotas to staff
  - Published: 2021-10-30
- Finding
  - Evidence: Comprehensive quality assurance system with monthly audits fed back to senior management
  - Published: 2021-10-30
- Finding
  - Evidence: Provider demonstrated transparency and learning following service suspension, introducing robust medicines governance measures
  - Published: 2021-10-30
- Finding
  - Evidence: Staff received thorough induction training including the Care Certificate and were well supported through supervision
  - Published: 2021-10-30
- Finding
  - Evidence: People expressed satisfaction with kind, compassionate and caring staff who respected privacy and dignity
  - Published: 2021-10-30
- Finding
  - Evidence: Sufficient staffing levels ensured people received the correct level and duration of support
  - Published: 2021-10-30
- Finding
  - Evidence: Staff were recruited safely with appropriate DBS checks and references obtained
  - Published: 2021-10-30
- **staff_training** _(minor)_
  - Evidence: staff who had not completed the required training were already booked on a training course, with the exception of food hygiene
  - Published: 2021-10-30
- **record_keeping** _(minor)_
  - Evidence: There was no system to record occasions when staff failed to turn up at someone's home
  - Published: 2021-10-30
- **governance** _(moderate)_
  - Evidence: The provider had recognised that previous quality audits had not been robust. This, along with the number of medicines errors, led to a full review of the service.
  - Published: 2021-10-30
- **safeguarding** _(moderate)_
  - Evidence: the services threshold for submitting safeguarding alerts was previously too high...not all medicines errors were referred to the safeguarding adult's team
  - Published: 2021-10-30
- **incident_learning** _(moderate)_
  - Evidence: there had previously been a lack of analysis of accidents and incidents, and consequently a lack of evidence of any learning
  - Published: 2021-10-30
- **medication_management** _(critical)_
  - Evidence: a series of errors when community support workers were assisting people with their medicines...staff not understanding or following the policies and procedures in place
  - Published: 2021-10-30
- Finding
  - Evidence: Experienced registered manager supported by equally experienced deputy manager, well respected by staff
  - Published: 2021-01-28
- Finding
  - Evidence: Staff demonstrated empathy, compassion and person-centred approach, respecting dignity, privacy and individual preferences
  - Published: 2021-01-28
- Finding
  - Evidence: Quality assurance systems in place including medication audits, observed supervision sessions and care quality checks
  - Published: 2021-01-28
- Finding
  - Evidence: People involved in planning their care packages and given Service User Guide including complaints procedure
  - Published: 2021-01-28
- Finding
  - Evidence: Safe recruitment procedures including DBS checks and references followed consistently
  - Published: 2021-01-28
- Finding
  - Evidence: Staff received regular supervision, appraisal and ongoing mandatory training including QCF qualifications
  - Published: 2021-01-28
- Finding
  - Evidence: Sufficient staffing levels adjusted dynamically to meet people's needs with very rarely any missed appointments
  - Published: 2021-01-28
- Finding
  - Evidence: Staff appropriately trained in safeguarding adults and knowledgeable in recognising signs of abuse with clear referral procedures
  - Published: 2021-01-28
- **medication_management** _(moderate)_
  - Evidence: ten medication errors being identified over a twelve month period...introduction of half hour visits in place of 15 minute visits
  - Published: 2021-01-28

### responsive

- Finding
  - End of life care and support
  - Published: 2020-05-21
- Finding
  - Improving care quality in response to complaints or concerns
  - Published: 2020-05-21

### well_led

- Finding
  - Engaging and involving people, the public and staff; continuous learning and improving care; working in partnership
  - Published: 2020-05-21
- Finding
  - Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirements
  - Published: 2020-05-21
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive and empowering
  - Published: 2020-05-21

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-582383672

HomeCare Compass is an independent guide and is not affiliated with the CQC.