Bristol Care Service Upgraded to Outstanding by CQC

A Bristol care service supporting people to live independently within their own homes has been upgraded from good to outstanding by the Care Quality Commission.

Care and Support Service, Monica Wills House is operated by The Council of St Monica Trust and provides personal care and support to people living in their own flats within a village community. Those receiving support include adults with physical disabilities, sensory impairments, dementia and complex health needs.

Following an inspection in July, the CQC rated the service outstanding for being caring, responsive and well-led. Its ratings for safety and effectiveness remain good.

Inspectors found that people had considerable choice and control over their daily lives, including deciding when they wanted to get up, what they ate and whether they participated in activities. Many people had their own front door keys and were able to come and go independently.

Staff developed an understanding of how each individual communicated, using approaches including pictures, written notes and body language where appropriate. This was used to help people make their own decisions and remain involved in their care.

The inspection highlighted examples of people being supported to become more independent and socially connected. One person who had rarely left their flat was gradually supported to build their confidence, begin using the café, participate in activities and develop new friendships. Another person was helped to reconnect with a sibling, with the pair subsequently meeting regularly for lunch.

People were also encouraged to play an active role within the wider community. Activities included running a weekly bar and helping local schoolchildren with reading. A beer crafting project was adapted so people living with dementia could participate in different ways, including tasting, labelling and sharing memories.

Inspectors found that staff worked closely with GPs, hospitals, therapists and other professionals to coordinate people’s care. The service was also trialling new approaches, including a non-invasive device designed to identify early signs of dehydration and the introduction of a lifting cushion so people could become familiar with the equipment before potentially needing it following a fall.

Privacy and dignity were protected, while people were supported to understand their rights and make informed choices. Staff also described a workplace where they felt comfortable raising concerns and speaking up when things went wrong.

Stefan Kallee, CQC deputy director of adult social care for Bristol, said inspectors had found highly personalised and compassionate care, with staff taking time to understand people’s histories, preferences and what mattered to them.

He said strong and approachable leadership had helped create a culture where staff were supported to provide care that enabled people to remain independent and continue living meaningful lives.

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