Outstanding result for Consensus Community Support Ltd – Redan Street

March 18, 2020

Consensus Community Support Limited – Redan Street is celebrating having been awarded the highest rating of ‘Outstanding’ by the Care Quality Commission (CQC)

Consensus Community Support Limited – Redan Street, supports adults with learning disabilities and a range of complex needs in four supported living services; Redan Street, Oban Street and Mersey Road in Suffolk and St Mary’s Court in Essex. The service achieved individual ratings of ‘Outstanding’ in Key lines of Enquiry; Caring, Responsive and Well-Led, and individual ratings of ‘Good’ for Safe and Effective.

The inspection involved inspectors meeting with four people who are supported by the service, 18 members of staff, including the registered manager, two service managers and 15 members of the team. Inspectors also viewed a range of records including two people’s care records, multiple medication records as well as records relating to the management of the service.

The report was extremely positive and highlighted that without exception there was a person-centred approach to everything the service offered and a positive, empowering culture that consistently delivered the highest quality care and positive outcomes for people. 

Inspectors reported people were supported by exceptionally caring and attentive staff that knew them well and helped them to achieve their potential. Care was inclusive, bespoke to the individual and delivered by committed and dedicated staff. 

This was confirmed by relatives who shared numerous examples of how the service provided person-centred care that positively impacted on their family members, including one example of staff attending A&E in their own time to support an individual and keep the family informed when they were unable to attend.

One relative said, “I have nothing but praise for the dedication of the management and staff,” another relative told inspectors since their family member moved in, it was the ‘best they had seen them in a long while’ which they attributed to the ‘brilliant care’ and person-centred approach of staff.

Professionals were also effusive in their praise for the tailored care and support provided and how this benefited people. Comments included, “The service provided is excellent.”

The outcomes for people using the service reflected the principles of Registering the Right Support by promoting choice and control, independence and inclusion. People’s support focused on them having as many opportunities as possible for them to gain new skills and to become more independent.

Inspectors reported that people were truly respected and valued as individuals and empowered as partners in care in an exceptional service. Overwhelmingly, people expressed how happy they were at the way they were treated. One person said, “I love them, they are my best friends.”

Relatives were equally favourable about the care and support provided and the positive impact this had on their family members health and wellbeing. Comments included, “This is the happiest and most content [family member] has been,” and “I would like to express my gratitude to all the staff who look after [family member] exceedingly well.”

Inspectors noted that staff and the management team were passionate about their work and observed consistently respectful and warm interactions that fully involved the person in daily living and gave them encouragement and praise.

Inspectors also reported that service leadership was exceptional and distinctive, with leaders and the service they created driving and improving high quality and person-centred care.

Staff were empowered and supported and told inspectors they found the management team approachable and receptive. Without exception feedback about the management team and the staff was positive from relatives. One relative said, “I trust [manager] and their team completely as partners in the journey of ensuring that [family member] is happy, healthy and progressing.”

There were numerous examples in feedback from professionals about a well-run, person-centred service which significantly valued people and amplified their voice. Comments included, “I cannot state enough how brilliant the support at [name of supported living setting] has been. [Names of individuals] have a home for life with a supportive provider they trust.”

This was confirmed by staff who said, “We are all passionate about providing the best support for our individuals to live an ordinary life as much as possible and to support them to achieve their dreams.”

Michael Crane, Registered Manager of Consensus Community Support Limited – Redan Street said, “We are absolutely thrilled to have received an ‘Outstanding’ rating from the CQC.  As a team we put all our knowledge, skills, passion and enthusiasm into supporting opportunity, choice and success for the individuals living in our service. Taking a person-centred approach, we see the individual first and with compassion, empathy and kindness, focus on supporting them to achieve the goals that are important to them.  We are delighted that this has been recognised by our overall rating of Outstanding and our individual ratings of outstanding in the key areas of Caring, Responsive and Well-Led.”

“Eddie Morgan, Managing Director of Consensus said, “I am delighted with the outcome as it recognises not only the hard work, dedication and commitment Melany, the service managers; Melany, Shayne and Donna and their teams put in to delivering the highest quality of care and support but also importantly, the exceptional outcomes that individuals supported by Consensus Community Support Services are achieving.”

“Our values are quite definitely what drive us and inspire the way we work and inspire success. We remain committed to reflect, review and continuous improve the care and support we provide in order to ensure we maintain our exceptional standards.”

View homes related to this news story