At a visit in January 2014 we identified staff had not completed an incident form following a medication error. Also, staff files were not in good order and did not evidence that staff were receiving appropriate supervision.

We found during this visit appropriate actions had been taken to improve records. We saw a medication error report and action form had been introduced for staff to record any medication errors.

Staff files were organised and formal supervisions with staff had been documented.

People who lived at Deerhurst Court had the option of having personal care provided by staff who worked at the scheme. We saw the level of personal care provided was “basic care” such as assistance with bathing, dressing or medication. Those people who required a higher level of support were able to obtain care from other outside agencies.

At the time of our visit three people were receiving personal care. We found their needs had been assessed and care plans put in place to ensure those needs were met. We saw that people had signed a contract with the provider that detailed the amount of care they would receive and the amount they would be charged.

There was a stable staff team and staff we spoke with told us that the management team were very supportive. Staff received an induction when they started working for the service and regular training.

People who received personal care were asked to complete an annual quality assessment questionnaire when they were asked their views about the care and support they received.

Records relating to staff and their supervision were not always well maintained.

We found the provider to be compliant in the areas of involvement and information and safeguarding but non-compliant in personalised care; supporting workers and quality management. We spoke to eight owners, reviewed two sets of notes and one medication record for the four owners in receipt of personal care from the provider. We reviewed policies and practice, four staff records and spoke to six staff.

Housekeeping and personal care are delivered by the same staff. Housekeeping is part of maintenance charges, limited personal care is available at extra cost. Owners in receipt of housekeeping services were satisfied but were confused about the level of personal care available if required. All said that the staff were pleasant and friendly.

We found evidence of complaints and incident management with evidence of recording and action taken. Also owners knew how to raise issues if they needed to.

There were systems in place for staff induction and training. However, some training could be delivered more frequently and training on infection control and more specialised training were lacking.

Staff said that they enjoyed working at the court and many had been there a long time. They told us that the management were supportive in all areas.

There are quality assurance processes in place but care records could be improved and care reviews and quality assurance questionnaires require regular updating in order to ensure the quality of care provided.

People told us that they felt confident they would receive continuity of care and support from staff members who were familiar with their individual needs. Comments made include “Staff are very kind to me.” “People are very respectful and ask me what I want done.”

People were sociable with each other and engaged in conversation. We were told that some family members maintain contact with their relative and contribute to their day to day lives.

People told us that they felt confident to raise any concerns that they may have telling us that “This helps to improve the service.”

People told us they were involved in their care and treatment and had been given the information they need to make choices and decisions. This helped them to be involved in making informed choices about living Deerhurst Court.

People using the service are satisfied that the court provides a flexible service that suits their individual needs.

The manager ensures staff employed to work at Deerhurst Court are thoroughly checked before they are employed.