The inspection was carried out on 21 September 2017 and 04 October 2017. The inspection was announced.

Prospect Place is a housing with care (HWC) scheme for up to 70 people, with a dedicated Domiciliary Care team provided by Everycare (Medway & Swale) Ltd. People lived in flats within the scheme. At the time of this inspection, personal care was provided to 36 people. Others remained independent. The care team assisted people to maintain their independence by helping them with personal care tasks. Some people had more complex health conditions and higher care needs. Each flat was fitted with emergency call facilities, such as a lifeline telephone. A lift was available to take people between floors.

There was a registered manager employed 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 Care Quality Commission (CQC) monitors the operation of the Mental Capacity Act (MCA 2005). The registered manager understood when the MCA 2005 code of practice needed to be used so that decisions people made about their care or medical treatment were dealt with lawfully.

Staff understood their responsibilities to protect people from harm. Staff had received training about protecting people from abuse. The management team had access to and understood the safeguarding policies of the local authority and followed the safeguarding processes.

The registered manager and care staff used their experience and knowledge of people’s needs to assess how they planned people’s care to maintain their safety, health and wellbeing. Risks were assessed and management plans implemented by staff to protect people from harm.

There were policies and a procedure in place for the safe administration of medicines. Staff followed these policies and had been trained to administer medicines safely.

People had access to GPs and their health and wellbeing was supported by prompt referrals and access to medical care if they became unwell.

Staff provided friendly compassionate care and support. People were involved in how their care was planned and delivered. People told us they had built good friendly relationships with staff and that staff often made them feel better with their cheerful care.

The registered manager planned people’s care by assessing their needs and then by asking people if they were happy with the care they received. Staff knew people well and people had been asked about who they were and about their life experiences. Staff upheld people’s right to choose who was involved in their care and people’s right to do things for themselves was respected.

Incidents and accidents were recorded and checked by the registered manager to see what steps could be taken to prevent these happening again. The risks in the service had been assessed and staff understood the actions they needed to take to minimise them.

Managers planned for emergencies, so that should they happen people’s care needs would continue to be met. Emergency lifeline and staff on call systems were in place. The premises and equipment in the service were well maintained by the separate housing provider.

Recruitment policies were in place. Safe recruitment practices had been followed before staff started working at the service. The registered manager employed enough staff to meet people’s assessed needs. Staffing levels were kept under constant review as people’s needs changed.

When required staff supported people to maintain their health by making sure people had enough to eat and drink. Staff received training about infection control and their work practice minimised the risk of cross infection.

If people complained they were listened to and the registered manager made chang