We carried out an inspection on 3 April 2017. We gave the provider 48 hours’ notice of our inspection because many of the people who use the service go out and we wanted them to know we would be available for them to speak with us.

Famille House is registered to provide care for up to 16 people living with learning disabilities. Accommodation is on two floors. There are two communal lounges and a dining room. At the time of our inspection 12 people were using the service.

At our last inspection in April 2015, the service was rated ‘Good’. At this inspection we found that the service remained ‘Good’ for being safe, effective, caring, responsive and well-led.

People continued to receive safe care. They were supported by staff who knew how to recognise and report any signs that people were abused or at risk of abuse.

The provider had assessed risks relating to people’s care to help them to remain safe. The provider had procedures in place for staff to report concerns and for those concerns to be investigated and acted upon.

Staff were appropriately recruited and there were enough staff to provide care and support to people to meet their needs. People were supported to receive their medicines safely.

The care that people received continued to be effective. Staff had access to the support, supervision and training that they required to work effectively in their roles. People were supported to maintain good health and nutrition.

People developed positive relationships with the staff that were caring and treated them with respect, kindness and dignity.

People had care plans in place that were focused on them as individuals. This allowed staff to provide consistent support in line with people’s personal preferences.

People’s needs were met in line with their individual care plans and assessed needs. Staff understood people’s needs and provided care and support that was tailored to their needs.

People and their relatives felt they could raise a concern and the provider had systems to manage any complaints that they may receive.

The provider had effective arrangements for monitoring and assessing the quality of care people experienced. These included seeking and acting upon the views for people who used the service, their relatives, staff and health professionals who visited the service.

This inspection took place on 9 April 2015 and was unannounced.

Famille House provides care and support for up to 16 adults with a learning disability. The accommodation is on the ground and first floor, which is accessible using the stairs. Fourteen people used the service at the time of our inspection.

A registered manager was 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 and associated Regulations about how the service is run.

People who used the service told us they felt safe. People were protected from harm and abuse because the provider had safeguarding procedures that staff understood and used. Staff knew how to identify and report any concerns they had about people’s safety. People’s plans of care contained risk assessments of activities associated with people’s care which reduced the risk of them experiencing harm.

Enough suitably trained staff were on duty to meet the needs of people using the service. The provider had robust recruitment procedures that ensured as far as possible that only people suited to work at the service were employed.

People were supported to receive their medications at the right time. The service had safe arrangements for the management of medicines.

People were cared for and supported by staff who had received relevant training that enabled them to understand and meet their needs. Staff understood how the Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS) applied to people who used the service. MCA and DoLS set out the requirements for ensuring that decisions are made in people’s best interests when they are unable to do this for themselves.

People were supported to have sufficient to eat and drink throughout the day and people’s dietary needs were met and their food preferences respected. People were supported to maintain their health. The service had arranged for regular visits by a doctor, district nurses and other health professionals to attend to people’s health needs.

Staff treated people with dignity and respect. Staff had developed caring relationships with the people they supported. The service involved people and their relatives in decisions about their care and support. People had access to independent advocacy services if they needed them.

People’s plans of care contained information about their individual needs. Staff referred to plans of care and provided care in line with those plans. People were encouraged to share their experience of the service with staff and knew how to raise any concerns. People’s views had been acted upon.

The registered manager had a clear vision about what they wanted the service to achieve. That vision was understood and supported by staff. People using the service, their relatives and staff were involved in developing the service.

The registered manager understood their responsibilities and demonstrated a commitment to continually improve the service The registered manager was supported by senior managers. There was an effective procedure of analysing and monitoring the quality of the service.

People using the service told us they were satisfied with the care and support they received. They said they made decisions about the help they needed and daily life. One person said: “I love it here, this is my home.”

People had a range of assessments and care plans in place to inform staff about how to support people and meet their daily needs. People accessed community resources and were supported to pursue their social interests. Records showed people’s health and care needs were met by the staff and health professionals.

People were provided with a choice of meals prepared to suit their dietary needs and preferences. Risks identified with regards to eating and drinking were managed with the involvement of health professionals. One person said: “We have really good dinners here, you should try it.”

People were supported by staff recruited who were suitable and qualified to work with vulnerable people. One person told us they felt safe because staff understood them and said: “The staff are lovely.”

People knew what information was kept in their care files and were confident that it was kept secure. Staff were aware of their responsibilities to maintain accurate records. Records relating to people using the service, staff and the management of the service were accurate, kept secure and could be easily accessed when required.

People who used the service were complimentary about the care and support they received. People told us about the daily lifestyle and interests that they were supported with. People told us they went out with staff into the local community and took part in activities within the home. One person said “We go to watch the football” and “I go dancing on Fridays.”

People had a range of assessments and care plans which detailed the care and support they needed. Care plans and other relevant information was written in a format easily understood and accessible by some of the people using the service.

People were aware of the information held in their care file and were supported to may decisions about their lives. One person said “I’ve got my own person centred plan folder.”

People were aware of how to make a complaint and were confident to speak with the staff or the manager if they had a concern. These procedures were available and produced in written format and using large print, pictures and symbols.

Records showed people’s needs were assessed. People were supported to access health care services when required and their health was monitored by staff.

Records showed people who used the service were supported by staff that underwent recruitment and selection procedure that ensured they were safe to work. People were supported by staff that received regularly training, support and supervision.

The provider had an effective quality assurance system, which monitored the day to day running of the service. These included audits and checks on the environment, health and safety, along with systems to ensure delivery of care and support was appropriate and records were used effectively.