This inspection took place on 19 July 2018 and was announced and this was the first inspection sine the location was registered in February 2017.

This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented, and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.

People using the service lived in purpose-built flats on the outskirts of Kidderminster, which included an onsite restaurant, hairdressers and community rooms. The registered manager had an office on site and staff were in building 24 hours per day. There were 100 flats, however only 34 people were receiving the 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.

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 and associated Regulations about how the service is run.

People told us that they felt safe in their home and staff knew how they kept people safe. People’s risks had been identified and plans showed the steps staff needed to take to ensure people were at low risk of harm or injury. People who had support with their medicines had them administered when needed, with staff who were trained and competent to do so. There were enough staff to ensure people received care at the expected time. People were protected from the risk of infection as staff practice followed good practice guidance.

Staff had received training to ensure their skills and knowledge reflected the needs of the people they cared for. Staff were supported with regular supervisions and the management team checked that staff were working as expected. People were supported with their meals and staff gave people a choice or provided the assistance needed to enjoy their meal. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People attended healthcare appointments as required and staff would help with telephone calls and reminders if needed.

People knew the staff well and were provided with a personalised service in their home. Care staff spent time chatting and getting to know people while providing care. People received care that met their needs and had been able to tell staff how they wanted their care on each call. Staff were considerate and supported people in maintaining their dignity.

People’s views and decisions about their care had been recorded and were changed when needed. People knew how to make a complaint and information was provided to people who used the service should they wish to raise a complaint.

People, their family members and staff felt the management team were accessible and could speak with them to provide feedback about the service. The management team had kept their knowledge up to date. The provider ensured regular checks were completed to monitor the quality of the care that people received and to action where improvements were needed.