The inspection was announced and took place on 19 and 20 September 2018.

The ExtraCare Charitable Trust, Longbridge Village provides personal care for people aged 55 and over. This service 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 [bought] [or] [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. There were 50 people receiving personal care when we inspected. This was the first inspection since the provider had registered the location on 29 August 2017.

A registered manager was in place. A 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 living at the scheme received individualised care and support from staff that demonstrated exceptional knowledge of people’s individual needs. People had an enhanced sense of well-being and quality of life because staff actively encouraged and supported them.

People were supported to engage in group and individual community activities within the village that were meaningful to them. People were also encouraged to be as independent as possible and we saw the positive progress people had made, which had resulted in a reduction in the support they required.

Staff respected people's individuality, diversity and personal histories and preferences and always considered people's individual needs when delivering their care. Care plans detailed people’s individual care needs including guidance on the things that were important to them.

Information was provided in suitable formats to meet people’s individual needs and people were fully involved in planning their care. People and staff told us that the management team were approachable and if they had any concerns they would be listened to.

People said they felt safe living at the scheme with support from staff who arrived at the agreed time and stayed for the agreed length of time. Staff demonstrated good knowledge about people’s care and support needs.

People were cared for by staff who were trained in recognising and understanding how to report potential abuse. Staff knew how to raise any concerns about people’s safety and shared information so that people’s safety needs were met.

If required, people were supported by staff to have their medicines and records were maintained of medicines administered. Staff maintained good hygiene practices and used protective clothing when appropriate.

Staff said on-going training was in place to ensure they had the skills to meet the needs of the people they supported. Staff understood the importance of ensuring people agreed to the care and support they provided and when to involve others to help people make important decisions.

Where needed, people were supported to eat and drink enough to remain healthy. People told us staff helped them prepare meals of their choice if needed or they could attend the on-site restaurant.

People said staff were quick to respond when they were unwell and supported them to access other healthcare professionals when required.

People told us that they liked the staff who supported them and were positive about the care that they received. People had positive relationships with staff, who they said treated them with dignity and respect. Staff spoke warmly of the people they cared for and said they enjoyed their role.

People told us staff and the management team were approachable and if they had any concerns they would be liste