Margery Girling House provides personal care and support to people living in their own flats in a sheltered housing complex. On the day of our inspection on 21 July 2017 there were 37 people using the personal care service.

There was a registered manager 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 2008 and associated Regulations about how the service is run.

There were systems in place designed to reduce the risks of people being abused, this included providing care workers with training and guidance. Care workers understood their roles and responsibilities in keeping people safe. There were procedures and processes in place to keep people safe. These included risk assessments which identified how the risks to people were minimised. Where people required assistance to take their medicines there were arrangements in place to provide this support safely.

Care workers were available when people needed assistance. People were supported by care workers who were trained and supported to meet their needs. The service was working within the principles of the Mental Capacity Act 2015. Where people required assistance with their dietary needs, there were systems in place to provide this support. People were supported to access health care professionals to maintain good health.

Care workers had good relationships with people who used the service. People were treated with respect and their privacy, dignity and independence was promoted and respected. People were involved in making decisions about their care and support.

People received care and support which was planned and delivered to meet their specific needs. Where people were at risk of being lonely or isolated there were opportunities to access social activities. A complaints procedure was in place and people’s concerns and complaints were listened to and addressed.

There was an open and empowering culture in the service. Care workers understood their roles and responsibilities in providing safe and good quality care to the people who used the service. The service had a quality assurance system and shortfalls were addressed. As a result the quality of the service continued to improve.