This inspection took place on 08 September 2016. We gave the provider 48 hours’ notice of the inspection as this is a small service and we needed to make sure they could be available to assist with the inspection. The last inspection of the service took place in November 2013 when we found the provider was meeting all of the standards we inspected.

Phoenix Care provides a supported living service for up to 3 people with a mental illness or learning disability. The provider is registered with the Care Quality Commission (CQC) as an individual. The service does not require a registered manager as the provider is in day to day control of the service.

People using the service were safe because the provider had systems in place to assess and mitigate possible risks and staff had the training they needed to support people safely.

People were supported by staff who were suitable to work in the service because the provider ensured they carried out checks on new staff before they started work.

People's nutritional needs were met and they had a choice of freshly prepared food.

The provider ensured they assessed, monitored and met people's health care needs and people received the medicines they needed safely.

The staff who supported people using the service had the training, support and information they needed.

People’s relatives told us staff were kind and caring and the provider and staff respected people's privacy and dignity.

The provider assessed, recorded and reviewed people's care and support needs with them. People’s support plans reflected their individual preferences and included information about what was important to them. People took part in a range of social and leisure activities both within the service and the local community.

People had the opportunity to express their views and be involved in planning their own care and support. Other stakeholders were happy with the service provided and felt people's needs were met.

There were appropriate systems to audit the service and to ensure good quality care was provided.

Records were accurate, up to date and appropriately maintained.

We spoke with two of the three people using the service, the relative of one person, two staff working in the service and the provider. We also received comments from two social workers allocated to people using the service. People told us they were happy with the care and support they received. Their comments included “everything is fine” and “I’m good, I’ve had a good day.” A relative told us “the manager and staff really understand and listen to my [relative].”

We looked at the support plans for two people using the service and the pre-admission file for one person who was due to start receiving support shortly after our inspection. We saw support plans detailed people’s needs and the support their care workers should provide. The plans were updated regularly and people were involved in reviewing the care and support they received.

The provider had policies and procedures for safeguarding people using the service. Care workers were trained to identify possible abuse.

We looked at the staff rotas and saw there were enough staff on duty at all times to meet people’s care needs.

There were procedures in place for responding to complaints. Representatives of people using the service told us they knew how to make a complaint and they were confident they would be listened to. The provider told us there had been no formal complaints since our last inspection in November 2012.

We spoke with one of the three people who use the service and the relatives of the two other people. We also spoke with two care workers. People using the service and their relatives told us that they felt safe with their care staff and they were given the care and support they needed.

People’s comments included “communication with the manager and care workers is very good. They make sure my [relative] is safe at all times”. ”The care is good, they look after people. I’d give them 101%.” “I like it, it’s quiet and I get on with everybody. I’ve made a few complaints, nothing major, but the manager sorted them out for me”.

We found that the care needs of people using the service were apprpriately assessed and clearly recorded in their care plans. Risk assessments had been completed to make sure that people were cared for safely. We saw that the agency had thorough recruitment policies and procedures to make sure that all required pre-employment checks were carried out. This meant that people using the service were cared for and supported by suitable staff.