This announced inspection took place on 7 June 2017. Dell Rose Court is a housing with care scheme that provides personal care to people in their own flats based within a communal setting. At the time of our inspection, the service was supporting 43 people.

At our last inspection in July 2015, the overall rating for the service was Good. After this inspection, the overall rating remains Good.

There was a registered manager in post. 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 received their oral medicines when they needed them. However, improvements are required to ensure that people received their prescribed creams correctly and staff referred people for a medicines review when appropriate.

The staff were kind, caring and compassionate. They treated people with dignity and respect. They knew the people they supported very well and ensured the care they provided was delivered how the person wanted to receive it.

The staff believed in the importance of enabling people to be as independent as they could be and in offering them choice. This belief had enabled them to support people to become more independent thus enhancing their lives and wellbeing.

People felt safe with the staff when they provided them with care and support. Systems were in place to protect people from the risk of abuse and avoidable harm. Staff knew how to reduce risks to people’s safety. However, they respected people’s choice to take informed risks if they wished to do so.

There were enough staff to meet people’s needs safely. They had received good training and supervision. This enabled them to provide people with safe and effective care.

Where people required it, staff supported them to eat and drink sufficient quantities and to maintain their health. They involved the relevant healthcare professionals when needed and followed their guidance for the benefit of people.

People’s consent was sought in line with the relevant legislation and they were encouraged and empowered to make decisions about their own care. People were involved in the running of the service.

There was an open and transparent culture at the service. People and staff could express their thoughts, feelings and concerns openly and without hesitation. The registered manager listened to these and took steps to rectify any concerns that people had.

There was good leadership in place. The staff understood their roles and received good direction and support. They were made to feel valued and this enhanced their morale. The staff worked well as a team to provide care to people in the way they wanted to receive it. The registered manager had instilled a culture amongst the staff of treating people as individuals.

This was an announced inspection that took place on 21 July 2015.

Dell Rose Court is a ‘housing with care’ service that provides people with personal care in their own homes. The service is split into different living areas, one of which is for people living with dementia. At the time of the inspection, 47 people were receiving care.

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 felt safe and the majority were very happy. There were systems in place to reduce the risk of people experiencing harm and to keep them safe.

Where staff gave people their medicines, these were received when they needed them.

People were treated as individuals, listened to and their choices and opinions about how they wanted to spend their daily lives were respected. People were encouraged and supported to assist with the development of the service and to be involved in projects within the local community to enhance their well-being.

The staff were well trained and were kind, caring and compassionate. They knew what to do in an emergency situation and acted quickly when people became unwell. Staff asked for people’s consent and where the person was unable to provide this consent, they worked within the law to ensure these people’s rights were respected. They respected people and treated them with dignity and there were enough of them to provide assistance to people when they needed it.

People’s care needs and preferences about how they wished to live their life had been fully assessed and were being met.

The registered manager had promoted a culture where the person was seen as an individual. People and staff felt able to raise concerns without any fear of recrimination. Staff were happy in their job and felt valued. The registered manager demonstrated good leadership.

Systems were in place to make sure that the care being provided was of good quality. The registered manager was pro-active in trying to improve the quality of care that was being provided to people.

One person told us that, "I enjoy it here and the staff always treat me with respect.” This and the evidence reviewed showed us that people’s privacy, dignity and independence were respected.

The people spoken with confirmed that staff understood their needs well and that if they had any issues or any concerns, staff would address these. This demonstrated to us that individual care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

The care and treatment records seen showed us that the provider worked closely with other local health and social care services. This showed us that people received the required levels of care and support because the provider worked in co-operation with others.

Staff told us that they were up to date with their mandatory training and had been supported to attend additional training opportunities so that they could meet the care and treatment needs of the people living in this complex. This meant that people were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard.

Records were seen that showed us that on-going monitoring and assessment of the quality of the services being provided took place. This meant that the provider had an effective system to regularly assess and monitor the quality of service that people received.

People spoken with reported that they felt respected by staff. For example one person told us that, “The staff tell me what’s going on.” This showed us that before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. Everybody told us that if they required any assistance staff would respond promptly and in a supportive manner. Someone commented that the “My call bell is always answered promptly.” This demonstrated to us that people experienced care, treatment and support that met their needs and protected their rights.

We did not see people being kept waiting for assistance and saw that there were sufficient numbers of staff on duty to ensure that their individual support or care needs were being met. This showed us that there were enough qualified, skilled and experienced staff to meet people’s needs. People told us that they were aware of how to make any concerns that they may have had known to staff. For example one person told us that, “If I have any concerns the staff will help me get it sorted.” This showed us that there was an effective complaints system available and that comments and complaints people made were responded to appropriately. People’s care records were accurate and fit for purpose. This demonstrated to us that people were protected from the risks of unsafe or inappropriate care and treatment because accurate and appropriate records were maintained.

When we visited Dell Rose Court, we were invited to see and talk with two people who live in their flats on site. We also observed a number of people in the communal areas.

People stated they were very happy with the accommodation they live in. One of the people told us: “You could not wish for anything better. They (staff) respond straight away when we call them. We can either use pendants or use the call bell to call them.” We noted that all people we saw had pendants with them all the time, allowing them to call staff whenever they felt there was a need.

One person we spoke with explained that they were very confident that “staff know what they are doing,” and another person confirmed that staff were very good. People told us that staff had appropriate skills and knowledge to respond to people’s needs.

People told us that staff helped them with care according to their agreed care plans. We saw care plans in each room and one person commented that they “could see care plans and notes whenever we want.” Both people confirmed that they were regularly consulted and asked about their care plan.

All people with whom we spoke stated that they felt safe, well protected and very comfortable in this supportive environment.

All comments that people provided in the last survey were positive and a number of questions scored 100% satisfaction with the service.