The inspection took place on 06 February 2018 and was announced.

This service provides care and support to people living in specialist ‘extra care’ housing within ten schemes across the borough. 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.

Not everyone using Bolton Extra Care receives a 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 at the service. 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 who used the service told us they felt safe. Recruitment of staff was handled centrally by the provider and all appropriate documentation was retained by them.

The service had a safeguarding policy and procedure and linked in with the local authority processes. All staff had received training in safeguarding. There were appropriate policies and procedures in place for medicines management and staff had undertaken training.

Accidents and incidents were recorded and followed up with action where necessary. There were appropriate individual risk assessments within people’s care files. Each of the buildings had good arrangements in place for maintenance of the building.

Staff undertook a thorough induction and further training and refreshers were on-going. Supervisions and appraisals were undertaken on a regular basis.

Care files included a range of health and personal information. The service worked closely with other agencies to help ensure good joined up working. Information produced by the service was available in a number of formats to help ensure the information was accessible to as many people as possible.

The service was working within the requirements of the Mental Capacity Act 2005 (MCA).

Staff members we spoke with demonstrated good values and a caring attitude. People told us staff were caring and respectful.

The care plans evidenced people’s involvement in the planning of their care and support. People’s strengths and abilities were recorded and the importance of empowering people and encouraging independence was recognised.

There was a guide to the service which was given to prospective users to help them make an informed decision. The service ensured equality and diversity was respected.

The care offered was person-centred and care files included information about people’s preferences, choices and beliefs. Care plans were reviewed regularly and signed by the person who used the service.

Some of the schemes had a committee made up of people who used the service to arrange activities. However, social activities and social gatherings varied from scheme to scheme.

The complaints procedure was outlined within the service user guide, but there had been no recent concerns raised. We saw a number of thank you cards and compliments received by the service. Staff had undertaken end of life training and people’s wishes for when they were nearing the end of their lives were respected.

There was a registered manager in post who had an overview of all ten schemes. There were service managers in charge of each of the schemes and they were responsible for the day to day running of those schemes.

Staff meetings took place on a regular basis. Surveys were completed with people who used th