Slough care provider turns around rating after CQC warning notices

A care provider in Slough has had its rating bumped up – having improved significantly since last year when it was subject to warning notices from the care watchdog.

Independent Supported Living and Disabilities Ltd (also known as ISLAD), based in Ragstone Road, was rated good across the board after its latest inspection.

It is a supported living service providing personal care to people living with learning disabilities, autism and other physical or mental health needs.

In August 2024, the Care Quality Commission (CQC) issued two warning notices for ‘failing to meet regulations’.

ISLAD received ‘Requires improvement’ ratings across all areas bar one. It was marked ‘Good’ for responsiveness, but RI for safety, effectiveness, leadership and for how caring it was.

That assessment took place ‘due to concerns received’ about the safety of people living there – and turned up eight breaches.

These related to safeguarding, risk management, recruitment, staffing, medicine, consent, person centred care, notification of incidents, and good governance.

ISLAD had failed to consistently identify people at risk of abuse and to report and investigate incidents, accidents and allegations.

It also ‘deprived [people] of their liberties without appropriate legal authorisations’ and failed to follow safe recruitment practices.

Relatives were not always involved in their loved ones’ care planning and ISLAD did not use feedback to improve the service.

But ISLAD turned things around by its latest inspection last month.

It is ‘no longer in breach of regulations’ in a number of areas, including safeguarding, consent, staffing and notifying CQC about adverse events in the service.

However, ‘further improvements are needed’ around mental capacity assessments and best interest decisions made on people’s behalf – specifically, how these are recorded.

“A range of significant improvements had been made to the service since our last assessment,” wrote the CQC.

People’s care and support were discussed with them and their representatives; and the governance of the service and staff team culture had improved.

“People were [well] supported to stay safe and well by staff who knew their needs, including what made them upset or anxious,” wrote the CQC.

“[They] received support to do what they liked… [and] were supported to be as independent as possible.”

People were treated with respect and kindness, the CQC added, and staff knew how to protect them from the risk of abuse and neglect.

Moreover, those using the service and their families ‘had no concerns’.

“They spoke proudly about what they liked doing… [and] which staff supported them,” wrote the CQC. “We saw people comfortable in their homes and with staff, speaking openly.

“Staff offered them support and reassurance when needed.”

Relatives told the CQC that ISLAD staff knew their loved ones well and were ‘competent and available’ regarding their individual needs.

“We heard staff were helpful, kind, caring and valued people as individuals,” wrote the CQC.

“Relatives felt their loved ones were safe… and would be able to speak up and be heard if they had any concerns, even if they did not communicate verbally.”

They also spoke positively about the managers.