This inspection took on 25 April 2018. At the last inspection in March 2016, the service was rated ‘Good’.

At this inspection we found the service remained good. We found the evidence continued to support the rating of good and there was no evidence or information from our inspection and on- going monitoring that demonstrated serious risks or concerns.

This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

Ashby Court Limited is a sheltered housing complex which provides domiciliary care, and supports 45 older people who live in their own flats. At the time of inspection, only 4 people were receiving personal care. Not everyone using Ashby Court Limited received regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

Staff received safeguarding training so they knew how to recognise the signs and symptoms of abuse and how to report any concerns of abuse. Risk management plans were in place to protect and promote people’s safety. The staffing arrangements were suitable to keep people safe. The staff recruitment practices ensured staff were suitable to work with people. Where the provider took on the responsibility for the management of medicines, staff followed best practice guidelines. Staff followed infection control procedures to reduce the risks of spreading infection or illness.

The provider understood their responsibility to comply with the Accessible Information Standard (AIS), which came into force in August 2016. The AIS is a framework that makes it a legal requirement for all providers of NHS and publically funded care to ensure people with a disability or sensory loss can access and understand information they are given.

Staff received induction training when they first started work at the service. On-going refresher training ensured staff were able to provide care and support for people following current practice. Staff supervision systems ensured that staff received regular one to one supervision and appraisal of their performance.

Where the provider took on the responsibility, staff supported people to eat and drink sufficient amounts to maintain a varied and balanced diet. The staff supported people to book health appointments when required, to make sure they received continuing healthcare to meet their needs.

People were encouraged to be involved in decisions about their care and support. People were supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice.

People had their privacy, dignity and confidentiality maintained at all times. The provider followed their complaints procedure when dealing with complaints.

People had their diverse needs assessed, they had positive relationships with staff and received care in line with best practice. Staff consistently provided people with respectful and compassionate care.

The service had a positive ethos and an open culture. The registered manager was a visible role model in the service. People told us that they had confidence in the manager’s ability to provide consistently high quality managerial oversight and leadership.

The inspection took place on 16 March 2016 and was announced. We gave the provider 48 hours’ notice so that we could be sure that people using the service and staff would be available for us to speak with.

Ashby Court is a complex of 50 privately owned self-contained apartments. People living in Ashby Court have access to communal lounges and a restaurant. The provider offers personal care, for example support with washing and dressing, for people who want that service. At the time of our inspection eight people received support with personal care.

The service had 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.

People told us they felt safe when they received personal care. Staff understood and practised their responsibilities to protect people from abuse and avoidable harm. People were able to summon help from their apartments using call alarms that were fitted in every room.

People’s care plans included risk assessments of activities associated with their personal care routines. The risk assessments lacked detail, but staff had a good understanding of people’s needs and knew how to support people safely.

The provider’s recruitment practice aimed to ensure as far as possible that only staff suited to work at Ashby Court were employed. Recruitment documentation was incomplete in two recruitment files we looked at, but the registered manager assured us that procedures had been followed but not all actions were recorded. Enough suitably skilled and knowledgeable staff were deployed to meet the needs of the eight people using the service.

None of the people using the service required support with their medicines beyond being reminded or prompted to take their medicines at the right time. All staff were trained in handling of medicines.

People were cared for and supported by staff who had the appropriate training and support to understand their needs. Staff were supported through supervision, appraisal and training.

The registered manager understood their responsibilities under the Mental Capacity Act (MCA) 2015. Staff had awareness of the MCA. They understood they could provide care and support only if a person consented to it.

People using the service were independent and able to meet their own needs with regard to nutrition and access to health services. Some people who required support, which was minimal, received that support.

Staff were caring and knowledgeable about people’s needs. People were supported by the same staff and developed caring relationships with them.

People were involved in decisions about their care and support. They received the information they needed about the service and about their care and support. Staff treated people with dignity and respected their privacy.

People contributed to the assessment of their needs and took part in reviews of their care plans. People’s care plans were centred on their individual needs. People knew how to raise concerns if they had any and they were confident they would be taken seriously by the provider.

People using the service and staff had opportunities to be involved in developing the service. People’s feedback was acted upon. People told us the registered manager was easily approachable and that they kept people informed about actions they were taking in response to their feedback.

The provider had effective arrangements for monitoring the quality of the service. Quality assurance procedures were used to identify areas for improvement.

People using the service told us they were satisfied with the care and support they received. They said staff always asked for permission before they were helped. One person said: “If I needed any extra help, I would speak with the manager to organise it and would sign the agreement.”

At the time of our inspection visit the majority of people managed their own medicines. There were policies and procedures in place and staff were trained to ensure they supported people to manage their own medicines.

Staff had been appropriately screened to ensure they were suitable to work with vulnerable people. One person said: “Staff all seem to be competent and do a good job.” People told us that they received care and support from regular staff that stayed for the right length of time. One person said “I’ve had the same staff for many years and they know exactly where everything is and what to do.”

The Care Quality Commission found the registered manager was qualified, experienced and fit to manage Ashby Court Limited on a day to day basis.

People who used the service told us they were involved and their views were taken into account when their plan of care was developed. They told us they were satisfied with the quality of care and support received from the staff that respected their privacy and promoted their independence. One person said, “The care is faultless” and “for me the care is second to none.”

People told us they were asked about their views and experience of the service. People were aware of how to make a compliant or comment on any aspect of the service received. One person said “if there was a problem I would say something in a joking manner to make my point to the staff, if I had too.”

People told us staff were helpful and approachable. One person said “the staff are always polite and will ask what help I need that day” and “the girls are always on time.”

Records showed that people’s needs were recorded, kept up to date and reviewed which enabled staff to provide the care and support people needed.

People we spoke with told us they were satisfied with the care and support they received. They told us they were treated with respect by the staff that visited them.

People told us they felt safe with the staff that helped them with their daily care and support needs. They also said they were confident to complain to the manager if they had concerns about any aspect of the care and support they received. One person told us “have no concerns but would tell my son.”

People were complimentary about the duty manager and said, “They help me when I need help” and “all the staff are good, although it’s not the same ones that call every time but I do know them all.”