The inspection took place on 12 and 14 June 2018 and was unannounced on both days. At the last inspection in February 2016 the service was rated overall as good. At this inspection we found two breaches of regulation in Safe care and treatment and good governance.

Ivy Dene provides accommodation for up to 20 people with learning disabilities. “The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen.”

On the days of our inspection there were 20 people living in Ivy Dene. The home was split into three sections Ivy Dene, Ivy Rose and Ivy House. On the day of our inspection there were 10 people living in Ivy Dene, 5 people at Ivy house and 5 in Ivy Rose.

At the time of our inspection there was a registered manager in place, however they were absent from work due to maternity leave. An interim manager was in post and was supported by the deputy manager. 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.

Most people told us they liked living at Ivy Dene. People said they felt safe. Individual risk assessments for people were in place.

Staff understood how to ensure people were safeguarded against possible abuse and they knew how to report any concerns.

People said they received their medicines on time, but we found some weaknesses in the management of medicines.

There were regular staff training, supervision and appraisal opportunities.

People enjoyed the meals and the food and drink provision was suitable for people's needs.

Staff interaction with people was mostly kind and caring and staff knew people well. People were encouraged to retain their independence with daily tasks.

Staff knew people's individual preferences and these were reflected in the activities provided. However, these had decreased over the past four weeks due to staffing. The management team were interviewing for staff on the first day of inspection.

People knew how to make a complaint and there was a system for recording complaints and compliments.

People, relatives and staff felt supported by the registered manager and they were confident their views were valued and acted upon. Systems were in place for monitoring the quality of the provision, although these were not always sufficiently robust. Accident and incidents were completed and analysis of any trends were identified and acted upon.

The interim manager was aware of the strengths of the service and the areas to improve.

You can see what action we told the provider to take at the back of the full version of the report.

The inspection took place on 12 and 18 February 2016 and was unannounced.

Ivy Dene provides accommodation for 14 people with learning disabilities. On the days of our inspection there were 12 people living in Ivy Dene.

At the time of our inspection there was a registered manager in place, however they were absent from work due to ill health. A deputy manager was in post and the operations manager was based in Ivy Dene. 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.

The home was split into two sections Ivy Dene and a flat attached named Ivy Rose. On the day of our inspection there were eight people living in Ivy Dene and 5 in Ivy Rose.

The atmosphere in the homes was welcoming from the people who used the service and the staff team. The service had safe recruitment process in place and appropriate checks were undertaken before staff began work. This showed staff had been properly checked to make sure they were suitable and safe to work with people.

We saw there was enough staff on duty to meet people’s needs. The deputy manager told us a dependency tool was used to calculate the number of staff required for each shift. This information demonstrated that the service considered the staffing numbers needed to ensure that people’s needs were met.

Appropriate arrangements were in place in relation to the recording handling storage and administration of medicines.

People were supported by, suitably qualified, skilled and experienced staff. Staff received regular management supervision to monitor their performance and development needs and ensure they had the skills and competencies to meet people's needs. Staff had received regular training which equipped them to meet the needs of the people who used the service.

People’s human rights were protected by staff who had received training in the Mental Capacity Act 2005 (MCA).

Staff was trained to manage behaviour that challenges others, whilst ensuring people’s rights were protected

People’s food and drink met their religious or cultural needs. We saw each person was asked about any food preferences and this was documented in every ones care plan. People were supported to be able to eat and drink sufficient amounts to meet their needs.

We saw people were supported to express their views and were actively involved in making decisions about their care, treatment and support. People's privacy, dignity and independence were respected. People’s views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

There was clear documentation in each person’s care plan about their likes and dislikes. Care plans were up to date and gave a detailed picture of how each service user liked to be supported. People were offered choices throughout the day including what activities they would like to do and when.

We saw the complaints procedure was followed and complaints were acted on in a timely manner.

The deputy manager was open to new ideas and keen to learn from others to ensure the best possible outcomes for people living within the home. The deputy manager regularly worked with staff ‘on the floor’ providing support to people who lived there, which meant they had an in-depth knowledge of the people living at Ivy Dene.

Robust auditing was in place. This meant the registered provider had a system in place to ensure that identified shortfalls were addressed in a timely manner.

Before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. One person said, “If I am not sure I am not afraid to ask and I only agree if I am happy. I know my rights.”

Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. There was an emphasis on promoting independence and encouraging people to do as much as they could so that people were able to achieve their maximum potential.

People were cared for in a way that protected them from unlawful discrimination. We observed staff interacting with people in a respectful and helpful manner. People looked relaxed and friendly with staff.

Two family members said that they had witnessed the staff at the home co-ordinating and co-operating with external agencies to make sure people received appropriate service without delay.

We noticed staff using personal protective equipment (PPE) such as gloves and apron appropriately. We observed staff washing their hands before and after attending to each person's personal needs.

People we spoke with said if they had a complaint they would talk to any member of staff or the manager. They said staff were approachable and always helpful. Two people said if they were not happy with the way their comments were handled by staff then they would make a formal complaint and they would use the forms provided by the manager to make the complaint.

People told us they like living in the home. People we could not communicate with were relaxed and comfortable. One person was preparing and looking forward to going out and another had just been to the local shop.

People using the service said they feel safe. People said they like the people supporting them as they listen to what they say and help them.

People say they like the people caring for and supporting them. People we could not communicate with appeared to be happy and comfortable, and positive relationships were observed being fostered between those using the service and those supporting them

People told us they like the people supporting them. One person said their worker listens to them and helps them to do things like look after themselves.

People using the service told us they feel supported. One person says they are supported to go to go on holidays and to look after

People said they like living in the home. One person says they like going out and in particular to the local public house. Another says they like to have take away meals as they are really good, and they enjoy them. Another said they could not speak to me just yet as they were cleaning their room. Another person had brought some CD’s to play in the car as they are going out. One person said they like living in the home but they like going out best.

People using the service said they feel safe. People said they like the people supporting them as they listen to what they say and help them.

People say they like the people caring for and supporting them. People we could not communicate with appeared to be happy and comfortable, and positive relationships were observed being fostered between those using the service and those supporting them.

People say they like the people supporting them. One person says their worker listens to them and helps them to do things like look after themselves. They went on to say that they help them with any problems they have.

People using the service say they feel supported. One person says they are supported to go to Doctors appointments, on holidays and to look after themselves.