This unannounced comprehensive inspection took place on 2 October 2017. This is the first inspection of the service since their registration in November 2016 with a new provider, Heritage Care Limited.

19 Wheathill road provides accommodation for people who require nursing or personal care for up to five adults who have a range of needs including mental health. There were five people receiving personal care and support at the time of our inspection.

There was a registered manager in post. 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 knew how to keep people safe. The service had clear procedures to recognise and respond to abuse. The registered manager and staff completed safeguarding training. Staff completed risk assessments for every person who used the service with detailed guidance to reduce risks. The service had a system to manage accidents and incidents to reduce reoccurrence.

The service had enough staff to support people. The service carried out satisfactory background checks of staff before they started working. The service had arrangements to deal with emergencies. Staff supported people so they took their medicine safely.

The service provided induction and training to staff to help them undertake their role. The service supported staff through supervision and appraisal.

People’s consent was sought before care was provided. At the time of inspection no one was subject to continuous control and supervision and people could leave the service.

Staff supported people to eat and drink sufficient amounts to meet their needs. Staff supported people to access healthcare services they required.

Staff considered people’s personal choices, general wellbeing and activities. Staff supported people to make day to day life choices and maintain relationships with their family. Staff supported people in a way which was kind, caring and respectful. Staff protected people’s privacy and dignity.

Staff prepared care plans for every person that were tailored to meet their individual needs. Staff reviewed people’s care plans and updated to reflect their current needs.

The service had a clear policy and procedure about managing complaints. People knew how to complain.

The service sought the views of people. Staff felt supported by the manager. The provider had an effective system to assess and monitor the quality of the care people received. The service had systems to monitor the safety of people’s accommodation to minimise risks to people. The service used the audits to learn how to improve and what action to take. The service worked effectively in partnership with health and social care professionals and commissioners.