CQC: United Support Services Achieves Outstanding First Inspection

• United Support Services in Roche, Cornwall, received an 'outstanding' rating from the CQC during its first inspection in July.
• The supported living service, which assists people with a learning disability and autistic people, was assessed using the CQC's 'right support, right care, right culture' guidance.
• The service achieved 'outstanding' ratings for being safe, effective, and well-led, alongside 'good' ratings for being caring and responsive.
• CQC noted the service's person-centred approach, empowering staff culture, and significant positive impact on residents' independence and quality of life.
• Examples included residents confidently engaging with the community, attending health appointments, and independently managing tasks like food shopping.

This impressive outcome on a first inspection highlights the service's immediate success in establishing a robust framework for person-centred support.

United Support Services, a supported living provider located in Roche, Cornwall, has achieved an 'outstanding' rating from the Care Quality Commission (CQC) following its inaugural inspection in July. This significant accomplishment positions the service, which caters to people with a learning disability and autistic people, as a leading example of high-quality care within the sector. The CQC's assessment utilized its specialized 'right support, right care, right culture' guidance, designed to evaluate services for this specific demographic.

The CQC's 'right support, right care, right culture' guidance serves as a critical framework for evaluating whether services for autistic people and individuals with a learning disability uphold fundamental rights. It assesses if a service genuinely guarantees respect, equality, dignity, choice, independence, and access to local communities—elements often taken for granted by others. United Support Services demonstrated exceptional adherence to these principles, making it a practical benchmark for compliance officers and legal advisors in the adult social care sector.

Stefan Kallee, the CQC’s deputy director of adult social care in Cornwall, emphasized that person-centred care was central to United Support Services' operations. He noted that the leadership successfully cultivated an environment where staff felt both trusted and empowered, a culture that directly translated into the quality of daily support provided to individuals. This foundational approach is key to understanding how the service achieved its 'outstanding' status.

The CQC inspection revealed the profound positive impact United Support Services had on the lives of those it supports. Many individuals had previously experienced settings with severely limited choices, leading to frustration and distress. However, under the care of United Support Services, staff dedicated time to understand each person's unique needs and preferences, gradually building trust and enabling greater control over their daily lives.

Specific examples highlighted during the inspection illustrate this transformation. One individual proudly showcased their home to inspectors, reflecting a newfound sense of comfort and ownership. Others, who had previously been unable to safely leave their homes, were now confidently engaging with their communities. Furthermore, individuals who found health appointments too daunting to attend were now receiving regular checks, demonstrating the service's commitment to truly listening to and understanding the people it supports. Staff also actively helped individuals develop new skills, such as one person who progressed from never participating in food shopping to independently managing the entire process, from selection to storage. This thoughtful and patient work significantly boosted their confidence and independence.

The success of United Support Services is deeply rooted in its leadership and the positive culture it has fostered. Leaders were instrumental in creating an atmosphere where staff felt valued, trusted, and empowered to deliver high-quality, individualized care. This empowerment directly influenced the compassionate and effective support provided to service users on a daily basis.

Stefan Kallee commended the organization, stating that leaders and staff at United Support Services should be immensely proud of their achievements. The CQC's findings underscore that a supportive internal culture, combined with a steadfast commitment to person-centred care, is fundamental to achieving exceptional outcomes for individuals with learning disabilities and autistic people, setting a high standard for supported living services across the region.

This article provides a practical example of how the CQC's 'right support, right care, right culture' guidance translates into an 'outstanding' rating for a supported living service. Compliance officers and legal advisors in the adult social care sector can use this as a benchmark to assess and improve their own service delivery and regulatory preparedness.

Source: Original reporting via Care Quality Commission