Fernways provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented, and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service. People using the service lived in ordinary flats, bedsits or small houses on the Fernways shared site. There were also six ‘transitional’ flats. These could be used for up to 6 weeks to support people discharged from hospital for a period of rehabilitation before they returned home. Not everyone using Fernways received regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do, we also take into account any wider social care provided. At the time of the inspection 24 people were being provided with ‘personal care’.

At the last inspection on 25 November 2014 the service was rated ‘Good’. At this inspection we found the service remained ‘Good’.

The home had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the home. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the legal requirements in the Health and Social Care Act 2008 and the associated regulations on how the home is run.

People continued to receive safe care. Risks were identified and actions were taken to minimise these risks to support people as safely as possible. Systems were in place to ensure medicines were administered safely and when needed. There were enough staff on duty to support people.

People continued to be supported by experienced staff who received training and support to enable them to continue to provide an effective service. The staff team worked closely with other professionals to ensure that people remained as healthy as possible and received the healthcare they needed.

People continued to be supported by kind, caring staff who treated them with respect. Their privacy and dignity were maintained.

People continued to receive individualised care and support that was responsive to their needs. They were encouraged to make choices about their daily lives and to continue to do things they enjoyed.

Management systems ensured the service continued to be well led. People were involved in decisions about their care and about what happened in the service. They were able to provide feedback on the running of the service and this was acted on.

Further information is in the detailed findings below.

This inspection took place on 25 November 2014 and was announced.

At our last inspection in September 2013 we found the provider was meeting all the standards reviewed.

Redbridge Care is registered as a domiciliary care agency and is part of community services provided by the London Borough of Redbridge. They provide an extra care service to 21 people who are tenants at Fernways, which is one of the borough's sheltered housing units. The service offers individuals personal care, support and extra care they require to continue to live independently.

There was a registered manager in place. 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 and their relatives expressed their satisfaction with the care and support provided by the service and said they felt safe.

The service had policies and procedures in relation to the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards. The Deprivation of Liberty Safeguards (DoLS) are part of the Mental Capacity Act 2005. They aim to make sure that people in care homes, hospitals and supported living are looked after in a way that does not inappropriately restrict their freedom. The safeguards should ensure that a care home, hospital or supported living arrangement only deprives someone of their liberty in a safe and correct way, and that this is only done when it is in the best interests of the person and there is no other way to look after them.

Staff knew people’s support needs and we observed positive interactions between people and staff. We saw staff being kind and thoughtful, involving people in conversations and treating them with dignity and respect.

Training and support was in place for all staff to do their job effectively. Staff told us that supervision and team meetings were held on a regular basis and the records we looked at confirmed this. Staffing arrangements were sufficient to meet people’s needs.

People said they knew how to make a complaint if they were unhappy about the support they received and that they would let the registered manager or a member of staff know.

People using the service, relatives and staff told us that they felt the management of the service was good and the manager was approachable and supportive. Systems were in place to monitor the quality of the service and to encourage people to express any concerns, so these could be addressed.

People expressed their views and were involved in making decisions about their care and treatment. People we spoke with said they were treated with respect, and that they were able to choose how their care was provided. Comments included "staff treat me very well" and "I like the way you are encouraged to be as independent as possible." We found that care plans set out how to meet the assessed individual needs of people. The service supported people with their health care needs.

People told us that they were asked for their views on the service. One person told us "they do ask if the food is alright, that kind of thing." We found the service had various systems in place for monitoring the quality of care provided. The service had a complaints procedure in place and people told us they knew how to make a complaint. One person said "I would talk to the manager." We found that records were kept up to date and that they were stored securely.

The care workers treated people with respect and ensured that their privacy and dignity were maintained. People we spoke with said that they received a regular and reliable service which met their needs.

Care workers were knowledgeable about the needs of people they supported and how to meet them. People told us that the care workers worked flexibly to meet their needs. One person said "I am a very satisfied customer. I hope I can stay here for the rest of my life." A professional spoken to said " the staff are brilliant, they listen to advice given and follow it. I have no complaints about Fernways, only praise."

People said that they felt safe with the care workers and that they would raise any concerns with the manager. People were supported by care workers who were competent to deliver their care.

The service had a quality assurance programme in place to regularly assess and monitor the quality of service that people receive.

We found that the records held on behalf of people did not include adequate information about the care and treatment provided to people. We had concerns about the accuracy of care plans and risk assessments for people who use the service.