We inspected Creative Support – Rowan Village on 5, 12 and 14 December 2016 and it was announced. Rowan Village is a complex of residential apartments and the service provides care and support to some of the people who live there. At the time of our inspection 29 people were receiving care.

This was the service’s first inspection. 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.

Some decisions were made on behalf of people without assessing their capacity when they were unable to make them for themselves. This meant that they had not consented and that they may not be the least restrictive option.

People were kept safe by staff who understood their responsibilities to protect them from abuse. Risk to their health and wellbeing were assessed and plans were put in place to minimise the risk, which staff followed. Staff were given the training and support that they needed to assist them to meet people’s needs. People told us and we saw that there were sufficient staff to meet their needs.

The provider gave staff opportunities to develop their expertise and take champion roles to support and guide others. They developed caring relationships with the people they supported which were respectful and patient. They knew people well and provided care that met their preferences. People’s privacy and dignity were maintained at all times.

People received the medicines they were prescribed safely when required and there were systems in place to reduce the risks associated with them. They were supported to maintain good health. Their care was regularly reviewed to correspond with changing support needs.

People were encouraged to pursue their interests and hobbies and regular activities were planned weekly. The communal areas of the complex meant that people were able to easily access facilities and social events in a supported environment.

Visitors were welcomed at any time and they were encouraged to provide feedback. People told us that they knew the manager well and felt confident that any concerns they raised would be resolved. The provider completed quality audits to continually drive improvements.