This was an announced inspection that took place on 19 July 2016.

Lisbon Court is a ‘housing with care’ service that provides people with personal care in their own homes. At the time of the inspection, 29 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 received care from staff who were kind and caring and who treated them with dignity and respect. The staff knew people well which enabled them to provide people with care that met their individual needs.

There were enough staff to meet people’s care needs and people received their medicines when they needed them. The staff knew how to keep people safe and people’s consent was requested before the staff performed any tasks. People were involved in making their own decisions about the care they wanted to receive and this was respected.

There was an open and transparent culture at the service where people and staff felt listened to and could raise any concerns they had without hesitation. Both people and staff could be confident that action would be taken to address any concerns if made.

Where part of their care package, people received support to eat and drink enough to meet their needs. They were supported to maintain their health and advice from specialist healthcare professionals was sought when necessary.

There was good leadership at the service. The staff understood what was expected of them and they had received enough training and supervision to give them the skills and knowledge to provide people with safe and effective care.

The quality and safety of the service was regularly assessed and monitored to make sure the care that people received was of good quality and met their individual requirements.

When we visited Lisbon Court, we spoke with four people who live there.

People stated that were very happy with the accommodation they live in. One of the people we spoke to told us: “It is absolutely lovely here. Since I moved in a year ago, I have got my life back. I love gardening and they’ve got me a greenhouse.” Three other people also confirmed that they were respected, listened to and well looked after.

One person we spoke with explained that they were very confident that “staff know what they are doing,” three other people confirmed that staff were very good. They told us that staff had appropriate skills and knowledge to respond to people’s needs. One person explained in detail how staff reacted after their friend and neighbour fell in their room. Four staff came straight away and used “a wonderful thing”, a hoist, to move the fallen person to safety. Staff called a GP just to make sure that the person was not injured.

People told us that staff helped them with their care according to the agreed care plans. We saw care plans in two rooms people had invited us into 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 plans.

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 a 100% satisfaction with the service; the lowest score was 84% of people being satisfied with food provided on the premises. All four people confirmed that they had the opportunity to express their views, through “Forum meetings” where people had their representatives attending and through separate “Tenants meetings”. One person told us that they spoke directly to the manager and to two cooks when they expressed their concerns about the quality and quantity of food provided on the premises.

Three of four people commented on cleanliness and stated that not only communal areas but their flats too were kept clean.

People received the care and support they required to improve their health and well-being. Care records were written in detail and provided clear guidance to staff members. People said they were happy with the care staff and that they received the assistance they required.

Medicines were stored appropriately and administration records were maintained to show that people received their medicines in a safe way.

Staff rotas and other information showed that there were enough staff members available to assist people. However, people using the service said they felt that staff members were very busy.

The service had a policy and procedure to guide people in how to make a complaint but there was inadequate information about taking complaints further. People said they would be able to make a formal complaint if they needed to, but that they would talk to a staff member first.