The inspection took place on 16 January 2017 and was unannounced.

Massenet is a small care home providing intensive support for up to six people who have a learning disability or who are autistic and have complex support needs. The service does not provide nursing care. At the time of our inspection there were five people using the service.

A registered manager was not in post 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. The previous manager had left in the last year and we met the new manager who was in the process of applying to be registered with the Care Quality Commission.

Massenet is a new service which opened in April 2016, with people moving in a month later. In addition to the management changes, there had been some disruption as the staff team came together and people with complex needs settled into their new surroundings. Despite this, the organisation had worked hard to support people and staff to settle in and the service was gradually becoming established. Senior staff and area managers had provided continuity during this period of change.

People were supported to stay safe and staff had the skills and guidance needed to effectively minimise risks to people. Staff were recruited safely and worked well together to enable people’s needs to be met. Medicines were safely administered by appropriately trained staff.

The Care Quality Commission is required by law to monitor how a provider applies the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS) and to report on what we find. DoLS are in place to protect people where they do not have capacity to make decisions and where it is considered necessary to restrict their freedom in some way. Management and staff understood their responsibility in this area. Staff were committed to ensuring all decisions were made in people’s best interest.

Staff supported people to eat and drink in line with individual needs and preferences. Health needs were well managed by staff with input from relevant health care professionals.

Detailed assessments had been carried out and personalised care plans were in place. People were supported to have an active life and to maintain relationships with family members. Staff had access to specialist training and guidance. The providers clinical psychologists helped staff reflect and learn about how best to work with individual people.

Staff created a stimulating environment where people felt accepted. People were treated with kindness, dignity and respect by staff who knew them well. Staff had the skills to support people to communicate their views in a variety of ways.

Staff were enthusiastic about their role. The provider had systems in place to check the quality of the service and made improvements, where necessary.