This was an unannounced inspection and took place on 15 and 17 February 2017.

Carlene House provides care and support for up to ten adults with learning disabilities.

At the time of our inspection the home 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 and associated Regulations about how the service is run.

In January 2015, our inspection found that the service met the regulations we inspected against. At this inspection the home met the regulations.

Carlene House had a warm, welcoming atmosphere with people freely coming and going as they pleased. People’s body language showed that they enjoyed the way that staff provided care and support for them and living at the home. People engaged in a variety of activities. They chose their activities themselves, when they wanted to do them and with whom. They were safe in the home and the local community. There was positive interaction between people using the service and also with staff.

People were provided with information about any activities taking place so they could decide if they wanted to join in. Staff provided care and support in a friendly, professional and supportive way that was focussed on people as individuals. Staff told us they knew people who use the service and their likes and dislikes well. Staff were well trained, had appropriate skills and were accessible to people. They said they really enjoyed working at the home and received good training and support from the manager.

The home records were accessible, kept up to date and covered all relevant aspects of the care and support that people received. This included the choices people made, activities they attended and way their safety was protected. People’s care plans were completed and the information contained was regularly reviewed. This enabled staff to perform their duties competently and efficiently. People were encouraged and supported by staff to address their health needs and had access to GP’s and other community based health professionals. People were supported to be healthy by choosing nutritious, balanced meals that promoted a healthy diet whilst taking into account their likes, dislikes and preferences. This meant people were protected from nutrition and hydration associated risks. We saw that people enjoyed the meals provided and that they were of good quality with plenty of choice.

Relatives told us the manager and staff were very approachable, responsive to requests made or concerns raised, frequently encouraged feedback and acted upon it. The manager consistently monitored and assessed the quality of the service provided and encouraged all staff to put forward ideas that may improve the quality of life of people using the service. Staff were also encouraged to utilise their talents in areas that would not normally come under the remit of their roles, such as the pantomime that people using the service perform annually.

We inspected Carlene House on 8 January 2015. The inspection was unannounced.

Carlene House is a care home for people with learning disabilities. At the time of our visit there were ten people living at Carlene House which is the maximum number of people the home was registered to take.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission (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 2008 and associated Regulations about how the service is run.

People told us they were safe. This was also the view of their relatives. Care was planned and delivered to ensure people were protected against abuse and avoidable harm. There was a sufficient number of suitable staff to keep people safe and meet their needs.

People’s medicines were appropriately managed so they received them safely. Staff understood their responsibilities in relation to infection control. People were protected from the risk and spread of infection because staff followed the procedures in place. The home was clean and well maintained.

People were cared for by management and staff who had the necessary experience and knowledge to support them to have a good quality of life. Staff knew how to deal with each person’s behaviour that challenged others. Staff understood the relevant requirements of the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS) and how it applied to people in their care.

Staff enjoyed working with the people in their care. People were treated with respect, compassion and kindness. It was clear that people’s individuality was at the centre of how their care was delivered. They were fully involved in making decisions about their care including what they ate and how they spent their time day-to-day. Where appropriate their relatives were also involved. People were supported to express their views and give feedback on the care they received.

Staff knew what constituted a balanced diet. People were given a choice of nutritious meals and had enough to eat and drink. People received the help they needed to maintain good health and had access to a variety of healthcare professionals.

Many of the people living at the home had lived there a long time. The management and staff knew people well. They knew their routines and preferences and understood what was important to them. Relatives were made to feel welcome and were regularly consulted about how people were supported.

The registered manager understood what was necessary to provide a quality service and had a variety of systems in place to regularly check and monitor the quality of care people received.

People who used the service told us that they liked to be called residents.

Residents told us that they were happy living at Carlene House and relatives we spoke with said the same. One relative said, “I am extremely content with the care they (the residents) receive, we are involved in their care plans and the reviews, I have no concerns at all”. One resident said, “It’s nice here, staff are kind to me and I see my family at weekends”. Residents were at the centre of the care and support they were given.

Residents told us that they were able to make choices about the menu options and their activities and holidays. Two residents told us that they had had a “fantastic holiday at Centre Parks. It was a wonderful week”.

Residents told us that they felt safe and well supported at Carlene House and that they were respected and treated with dignity by staff.

The people who use this service told us that they like to be called residents. They told us that they were happy living at Carlene House and that they felt safe and well looked after. They said that they had access to a wide range of activities that ensured a varied and interesting life for them. They also said that staff support helped them to achieve their best potential in the things that they wanted to do. Other people said that they were very impressed with the level of care given to the residents. They said that they were treated as individuals and their interests and tastes were all catered for very well. Another person said, “I have always found the care to be excellent. The residents are well cared for in a lovely environment by well trained staff”.

The people who use this service told us that they like to be called residents.

Overall, we have found that Carlene House meets the essential standards. Please see main report for this information.