Community Integrated Support Leicester Regional Office provides personal care services to people living within supported living accommodation across Leicestershire. At the time of our inspection 26 people were receiving care.

We had previously inspected this service in July 2015 when it was based at a different address in Leicester, at that inspection the services was rated ‘Good’.

This inspection took place on the 18, 22, 23, 24 and 25 October 2017. The service had remained Good and we found that there were areas which had continued to be improved and have rated the service overall as ‘Outstanding.’

There was a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service demonstrated an excellent commitment to providing outstanding care which put people at the heart of everything. The registered manager led and inspired the staff to deliver person centred care which had achieved consistently outstanding outcomes for people.

Staff continuously went the ‘extra mile’ to ensure that people lived as fulfilled and enriched lives as possible. They respected people’s individuality and enabled people to express their wishes and make choices for themselves. Positive therapeutic relationships had been developed and staff were proud of the support that they had provided to people and the positive outcomes they had observed.

Staff knew their responsibilities as defined by the Mental Capacity Act 2005 (MCA 2005). The provider was aware of how to make referrals to the Court of Protection if people lacked capacity to consent to aspects of their care and support and were being deprived of their liberty. People were supported to use communication aids and information was provided to people in an accessible format to enable them to make decisions about their care and support.

There was a very effective system of quality assurance led by the provider and registered manager that ensured people consistently received exceptional care and support. The people receiving care from Community Integrated Care - Leicester had an enhanced sense of well-being and quality of life because staff worked innovatively to enable people to have meaningful experiences and to become active members of the local community.

People who demonstrated behaviour that may challenge services received care that was based upon best practice guidelines that met their individual needs and successfully reduced instances of incidents within people’s home and community.

Staff demonstrated the provider's values of offering person centred care that respected people as individuals in all of their interactions with people. People, their relatives and the professionals involved in people's care consistently told us that the service provided ‘exceptional care’ to people. People could be assured that they would be supported by sufficient numbers of staff. Records showed that people received their care in the way they needed to maintain their safety.

People's health and well-being was monitored by staff and they were supported to access health professionals in a timely manner when they needed to. People were supported to have sufficient amounts to eat and drink to maintain a balanced diet. People experienced caring relationships with staff and good interaction was evident.

Staff understood their responsibilities to safeguard people and knew how to respond if they had any concerns. Care plans contained risk assessments which gave detailed instructions to staff as to how to mitigate risks; these enabled and empowered people to live as independent a life as possible safely.

The provider ensured that the service kept up to date with the current best practices and innovative ways