This announced inspection took place on 16 & 17 August 2016. Care Management Group - 289 Dyke Road supported nine people at the time of our inspection. The service provided 24 hour support for young adults with complex and/or challenging learning disabilities, including those living with autistic spectrum disorders. Care Management Group services include provision of residential care, supported living and day services at locations across the south of England and Wales. The Care Quality Commission inspects the care and support this service provides, but does not inspect the accommodation people live in.

There was a registered manager in post as required. A registered manager is a person who has registered with the CQC 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, their relatives and healthcare professionals were positive about the quality of care and support provided to people at the service. One person told us, “There is always somebody to help me. Staff come and talk to us to see what’s wrong. They are very good to talk to and have a conversation.” People were supported to identify goals and to work towards achieving greater independence. The registered manager involved people, relatives and healthcare professionals to ensure people received the support they required. One health and social care professional gave us the following feedback, “The support I witnessed for the service users was exemplary and tailored towards their individual needs allowing them as much freedom and responsibility as possible.”

Staff had detailed knowledge of people’s needs and had the skills to provide support effectively. The registered manager carried out regular supervision sessions and appraisals. Staff felt well supported and understood their roles and responsibilities to ensure a quality service was given. Staff understood how to manage risks to people’s health and welfare and supported them to develop and reach their full potential. Staff had sufficient guidance on positive management of behaviours that may challenge the service and others which protected people’s dignity and rights.

The provider and registered manager actively sought people and their relative’s views and listened and acted on their ideas. People and staff celebrated achievements and milestones, including birthdays and cultural calendar events. People were involved and contributed to the recruitment process of potential staff.

Staff supported people with the values of dignity and respect. Support plans contained thorough and well documented assessments of people’s individual needs and the support they required. People received their care and support as planned and as they wished.

Staff understood how to protect people from possible harm. There were sufficient numbers of appropriately skilled staff on duty meet people's needs. One person told us, “There’s always someone around for a chat or to help.” A relative said, “I think the staff are fantastic and supportive but on a couple of occasions activities have had to be cancelled due to staff shortages. [My relative] doesn’t cope with short notice changes but occasionally they are unavoidable.”

People were supported with their nutritional needs and encouraged to adopt healthy lifestyle choices. Staff ensured people accessed healthcare services for advice, treatment and support. People continued to acquire new skills and gain confidence in living their lives as independently as possible. One person told us, “We do our own separate shopping and cook separate meals.” People took part in activities they enjoyed and were encouraged to try new experiences based on their individual interests, hobbies, preferences and abilities.

People, their relatives and healthcare professionals said the registered manager promoted

During our visit, we were told that, in accordance with their identified wishes and individual support plans, people who used the service were encouraged and enabled, as far as practicable, to make choices about their daily lives.

Relatives who we spoke with as part of our review process talked positively about the service and the care and support provided:

‘I’ve always been impressed with the care and support that my son receives and I couldn’t fault the kindness shown to him’.

‘The most important thing to us is that he is happy and he clearly is – because he says so’.

From our observations and discussions, it was clear that care workers knew the people who used the service well and had a sound understanding and awareness of their care and support needs. We observed care workers treating people with dignity and respect and displaying patience and understanding whilst supporting them.

During our visit to 289 Dyke Road we were told that people who use the service were enabled and encouraged to make choices about their daily lives and that they were supported to do this in a way that ensured their safety and wellbeing.

We spoke with two people who use the service and two parents of people who use the service. People we spoke with told us they were happy with the care and support they received and that they were helped to be as independent as possible. One parent told us that "staff are lovely and very caring. I'm very happy with the care and support." Another parent told us "there are no problems whatsoever. He is looked after very well and is able to do some things on his own."

During our visit we saw that people were engaged with activities in their local community and more widely outside of the organisation and that they were supported in the development of their social, communication and life skills. We saw that people who use the service attended various activities including college, swimming, a community allotment, yoga, local clubs and were members of music groups/bands.

Staff we spoke with told us they were happy with the quality of care and support they were able to give people and that they felt supported to do this. One worker told us "I really enjoy the work. It is very enabling for people and they're able to be more independent." Another worker told us "I love working here."