This inspection took place on 21 and 22 June 2017 and was announced, which meant the provider knew we would be visiting. This was so the provider could help us to make contact with as many people who use the service as possible.

OSJCT Florence Court is an extra care housing service which provides personal care to older people and people with a physical disability who have their own flat in the complex. The inspection was carried out by one inspector. At this inspection we found the service remained Good, and has been fully compliant with the regulations looked at during each inspection since March 2013.

A registered manager was employed by the service and they were present on the second day of the inspection. 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.

OSJCT Florence Court had a clear management structure and a registered manager, who was described as having a “hands on and open approach and was always available to offer support and guidance.” The senior team worked closely with staff ensuring the day to day practices were closely monitored.

There was a stable management team who took appropriate action to make sure they provided a safe and reliable service. People, relatives and staff told us they were encouraged to raise any issues of concern, and they were confident they would be taken seriously and action would be taken.

The registered manager worked closely with other agencies and promoted an open and transparent culture with a strong emphasis on continually striving to improve the service. There were effective systems in place to monitor the quality and safety of the service provided and the provider had a clear plan on further development of the service.

People told us they were safe. Staff knew how to report any safeguarding concerns and were aware of the provider's whistle blowing policy.

People received care and support from staff they knew well and had built trusting relationships with them. Comments from people were extremely complimentary about the staff who visited them.

People were treated with respect and dignity and were encouraged to make choices.

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008 and to pilot a new inspection process being introduced by CQC which looks at the overall quality of the service.

There was a registered manager in post at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider.

OSJCT Florence Court is an extra care housing service which provides personal care to older people and people with a physical disability who have their own flat in the complex. At the time of our inspection 23 people were receiving personal care from staff. This was an announced inspection, which meant the provider knew we would be visiting. This was so the provider could help us to make contact with as many people who use the service as possible.    

People who use the service and their relatives were positive about the care they received and praised the quality of the staff and management. One person told us “Everyone who comes in here cares about me, they are always considerate. If I need more help, I only have to ask”.

People told us they felt safe when receiving care and were involved in developing their care plans. Systems were in place to protect people from abuse and harm and staff knew how to use them.

Staff understood the needs of the people they were supporting. People told us that care was provided with kindness and compassion.

Staff were appropriately trained and skilled. They received a thorough induction when they started work at the service. They demonstrated a good understanding of their roles and responsibilities, as well as the values and philosophy of the service. The staff had completed training to ensure the care and support provided to people was safe and effective to meet their needs.

The service was responsive to people’s needs and wishes. Comments from people included, “They ask me all the time whether I am ok about the service. They listen to me and they are always helpful, make sure we have all the help we need”; and “Staff will ask, and listen to instructions”.

The registered manager assessed and monitored the quality of care. The service encouraged feedback from people and their relatives, which they used to make improvements to the service.

We found that staff consulted with people who used the service in order to gain their consent. People's health and welfare needs were being met and they were happy about the support provided.

Staff were available in sufficient numbers and were experienced and knowledgeable; ensuring that they were able to meet the needs of people using the service. We found the management of medicines to be safe and appropriate to people's needs.

The quality of the service was being monitored and systems were in place to meet people's health, welfare and safety needs.

In this report a registered manager appears who was not in post and not managing the regulatory activities at this location at the time of the inspection. Their name appears because they were still a registered manager on our register at the time.

We spoke with four people who received a service from the care team at Florence Court. All the people we spoke with were very positive about the service they received.

During our visit we saw care staff interacting with people in a positive and encouraging way.

People’s needs were assessed before they started to receive a service. Care plans we viewed gave clear guidance to staff on how the person liked their support to be provided. Staff we spoke with told us that the care plans were clear and that they were up to date.

People we spoke with told us that they liked the care staff and felt safe. One person we spoke with told us “I feel very safe living here”.

We spoke with three members of care staff who were clear on the different types of abuse that they could come across. They explained to us the actions that they would take if they suspected abuse.

Staff we spoke with told us that they felt well supported in their roles. They said that the management were very approachable and supportive.

We found that the service had systems in place to review and monitor the services they provided and implement improvements when identified.