This service is currently registered with the CQC as 29-29a Shrewsbury Road and provides accommodation and support for up to 16 people with learning disabilities. However the provider, Active Prospects, has refurbished the home and changed it to a 7 bedded short breaks service. This is provided at 29 Shrewsbury Road. The upstairs (29a Shrewsbury Road) is now part of their supported living service, and is not included in this inspection.

At the time of our inspection three people were living at the service. The inspection took place on 13 and 16 January 2017 and was announced. On 13 January 2017 we telephoned relatives to ask for their feedback. On 16 January 2017 we visited the service to talk to people and the staff.

The service did not have 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 current manager was in the process of applying to be registered.

People and their relatives were positive about the service. One relative said, “This really does come to the rescue of people with special needs. It’s really ideal for what we need.”

This is a short breaks service that aims to give people the confidence, support and skills to live independently. People or their relatives can book themselves into the service to receive short term care and support. It responded to people’s support needs, and was able to clearly demonstrate the positive impact it had on people’s lives. Support plans were based around the individual preferences of people as well as their medical needs. People were involved in how their support was planned and given. Support plans gave a good level of detail for staff to reference if they needed to know what support was required. People received the care and support as detailed in their care plans, and the provider and staff team went out of their way to support people to improve their lives.

Throughout our inspection staff helped people, by being available to talk, and spent time discussing issues people had in their lives. The service had a homely feel and reflected the interests and lives of the people who stayed here. There was positive feedback about the service and caring nature of staff from all the people who lived here, and their relatives.

People were safe at 29 Shrewsbury Road. There were sufficient staff deployed to meet the needs and preferences of the people that lived there. Staff understood their duty should they suspect abuse was taking place, including the agencies that needed to be notified, such as the local authority safeguarding team or the police. Risks of harm to people had been identified and clear plans and guidelines were in place to minimise these risks, without restricting people’s freedom. People were involved in these decisions because staff took the time to explain to them in a way they could understand.

The staff were kind and caring and treated people with dignity and respect. Good interactions were seen throughout the day of our inspection, such as staff talking with people and showing interest in what people were doing. People looked relaxed and happy with the staff.

The provider had carried out appropriate recruitment checks to ensure staff were suitable to support people in the service. Staff received a comprehensive induction and ongoing training, tailored to the needs of the people they supported. Staff felt very supported by the manager and the senior management within Active Prospects.

People were supported to manage their own medicines where possible. Staff managed the medicines in a safe way and were trained in the safe administration of medicines.

In the event of an emergency people would be protected because there were clear procedures in place

During our visit we met and spoke with eight people who used the service. We also spoke with the acting deputy manager, three care staff and two relatives.

Our observations of staff practice showed that people were receiving effective, safe and appropriate care, which was designed to meet their specific needs. We saw that people felt comfortable in approaching staff and asking for assistance. People were relaxed and content in their surroundings. Staff engaged positively with people using the service to encourage them to communicate their consent, wishes and choices

We spoke with people who used the service and their commented were, “I like living here.”, “staff are good to me and take me swimming.”, “I like the food here.”, “I feel safe here and I like to go to the pub with staff.”

Relatives that we spoke with told us. “My relative is happy here and is a different person since he moved to this place.”, “Staff are always kind and welcoming.” “Staff know my relative very well.”, “Every year we attend a review meeting to discuss my relative’s care.”

We found that the provider had a system in place to monitor the quality of the service they provided and we found that people were generally satisfied with the care and treatment they received.

People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.

People were protected from the risks of unsafe or inappropriate care and treatment because accurate and appropriate records were maintained.

People who used this service received a good quality of support. People were encouraged to express their views and lived as they wished. We saw that people had full social lives.

Staff worked in person centred ways. For example, asking people about their dreams, goals and aspirations. We saw that support plans were person centred and reflected each person’s needs and preferences.

Staff were respectful at all times during our visit. For example, knocking on doors before entering people's rooms. Staff were knowledgeable about people’s support needs and treated people respectfully.

People we spoke with told us that they were happy with their care and felt included in their support plans. One person told us they “love it here”.

Complaints and concerns were listened to and acted upon.

People and their families were encouraged to be involved in how the service was run and how their support plans were developed. One relative we spoke with told us they were "very happy with the service" and "couldn't speak highly enough of the staff".

The majority of people who live at the service were involved in the review of the service through either their feedback or our observations of their interactions at service and with staff. We spoke with three carers (relatives) either on the day of our site visit or via telephone following our visit. We also consulted with seven staff members and two care managers from funding authorities. The site visit was in part facilitated by the operations manager and acting manager. On the day of our site visit there were sixteen people living at the service, including people who are older and who have a learning disability and people with physical and mental health needs.

People told us they liked living at the service because it was a friendly place to live and they enjoyed having their own room which they could choose how to decorate and furnish. Some people do not use verbal forms of communication. Observation showed that some people used single words or gestures and other people had their own style of communicating, for example, the use of body language, facial expressions or other forms of behaviour, staff recognised these sings and responded to them.

A person who lives at the service told us that they were supported to choose what they wanted to wear and buy their own clothes. A person told us how they are encourage to be independent by being involved in undertaking some shopping and going out independently.

Social care professionals told us that they were satisfied with the standards of support and care people had received. Carers consistently told us how their relative enjoyed living at the service as they always seemed happy and had active social lives. They told us how welcome they are made to feel when they visit by being offered to stay for meals and provided with drinks.

A person told us that they had not been well during the night prior to our visit and how staff had comforted them and had helped to make them feel better. People told us about a range of activities they undertake, either at the service or within the local community.

People living at the service were observed to be content and at ease with staff. Staff’s approach towards people was respectful, supportive and accommodating. People described staff as “nice” “kind” and “helpful”. A person using the service was observed clearly deriving much comfort from the gentle affection being shown to them by staff, to help ease their anxiety and help orientate them. A social care professional said that they have found the staff they come into contact with helpful and knowledgeable.