'Outstanding' care staff help person housebound due to anxiety to overcome agoraphobia

A supported living service in Northamptonshire has been rated ‘outstanding’ by the Care Quality Commission, with its staff praised for helping a person who was housebound due to anxiety to overcome their agoraphobia.

Consensus (2013) Limited -55 Headlands provides personal care and support to people with Prader-Willi syndrome, a learning disability or autistic people in their own homes.

The inspection found people using the service benefited from outstanding care that had changed their lives for the better, enabling them to live fulfilling and happy lives.

Following the inspection, Consensus was rated outstanding overall and outstanding for being caring and well-led. It was rated good for being safe, responsive and effective.

Debbie Ivanova, CQC deputy chief inspector for people with a learning disability and autistic people, said: “Our inspectors were extremely impressed by the level of support Consensus offered the people in its care.

“From the moment people joined the service, there was great commitment to ensure they led fulfilling, happy and healthy lives. Effective and strong leaders ensured people received an extremely personalised service that considered their hobbies, preferences and goals.”

She added: “For example, staff had supported one person for over a year to overcome their anxieties which had left them housebound. This was successful and the person was able to leave their home and move to new accommodation.”

The CQC found people were assessed in a very person centred and sensitive way to reduce any anxieties and to make sure the person felt empowered and listened to. This was due to communicating well and working in partnership with all those involved in the person's care and support network.

The supported living service was also praised for using games and posters to reassure people during the pandemic about care workers’ use of masks and PPE.

"People had been kept safe from the spread of infection, particularly during the pandemic because staff had introduced inventive ways to support people overcome their anxieties. For example, some people had been very anxious when staff started to wear masks. Staff developed systems such as playing games, 'who's behind the mask' and showing them their face first at a distance before staff put the mask on to reduce anxiety," said inspectors.

They found staff used easy read and pictorial posters, booklets and social stories to help support people through the pandemic.

Consensus supported living service had strong leadership which put people first and set high expectations for staff.

“They were proud to work for the service and felt valued for their work. A positive culture was demonstrated by the attitudes of staff and management when we talked with them about how they supported people,” said inspectors.

In addition, there was a strong ethos for the development of positive and caring relationships, and this was evident in how staff communicated with people.

‘It reflected the providers' values and was embedded in staff practice. One person said, {Name of staff member} looks after me well. They are my best friend. We have a laugh,’ said the report.

“The friendship between staff and people was evident and we observed positive and warm relationships between people and staff. One person who was with their key worker told us they had a holiday booked at a particular themed world which was something they really liked, and they would be going on the holiday together. They talked about the things they would do once there and there was a lot of laughing and exchange of banter between the two,” according to inspectors.

The inspection report for Consensus (2013) Limited- 55 Headlands has been published on the CQC website.

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