This inspection took place on 14 and 19 September 2018 and was announced.

The registered manager and the village manager were providing exceptional leadership demonstrating a cohesive and collaborative governance structure within the service. They had worked within the service for over 20 years and had embedded robust governance processes and systems.

A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

We provided the registered manager with 48 hours’ notice to ensure they were in at the time of the inspection. The registered manager and the village manager were present on both days of our inspection.

This unique service was based within a village called Richmond Village set within the community of Nantwich. This service provides care and support to people over 55 years of age living in specialist 'extra care' housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation people lived in was bought and therefore, their own home. People's care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people's personal care and support service.

A remarkable standard of person-centred care was being achieved and delivered for people. Staff knew people’s background, previous occupation, likes and dislikes extremely well and went the extra mile to create positive experiences for people.

There was an exceptionally positive, inclusive culture across the management and staff team. Staff were encouraged to think creatively of ways to replicate familiar experiences or interests to enrich people’s lives.

The service was following best practice guidance from the National Institute of Health and Care Excellence, in-particular for people living with dementia.

People receiving a service told us they were actively participating within the events and activities being arranged for people living in the village, the adjoining care home and also the wider community. This created an inclusive community for people.

Staff were clearly going the extra mile and were passionate about providing people with care which enhanced their health and wellbeing. The staff delivering care for people demonstrated an exceptionally kind and had a compassionate approach. People described exceptional care when describing how they were treated.

People were being supported to remain in their own home in the village for as long as possible to maintain their independence. The activities and events being provided were providing people with physical exercise and enjoyment to maintain their health and wellbeing.

There were enough staff to ensure people received a flexible and person-centred service which met their changing needs. The recruitment files we viewed had robust checks in place.

There was a comprehensive training programme for staff to ensure staff were skilled and knowledgeable to deliver effective care. Staff were receiving induction, supervisions and appraisals.

Staff were aware of their responsibilities in Safeguarding people from potential abuse and we could see clear systems were in place to record and track safeguarding concerns. Incidents and accidents were being recorded with learning action points seen and acted upon.

People and their relatives told us the service was well managed and they could approach staff or managers who were always polite, helpful and kind. We could see regular checks being undertaken by the management team.

People and relatives, we spoke with told us they would be comfortable raising a complaint if needed but we found no complaints had been raised. Positive f

This inspection took place on 7 January 2016 and was announced. The provider was given 48 hours’ notice of the inspection because the location provides a domiciliary care service and we needed to be sure that someone was available in the office as well as giving notice to people who used the service that we would like to visit them at home.

Richmond Village Domiciliary Care Agency (DCA) is part of Richmond Nantwich Limited. The (DCA) service provides personal care to retired people who are living in privately owned or privately rented apartments within the grounds of Richmond Village. The agency offers a range of care and support packages, depending on the person's needs. The village is built around its own bowling green and courtyard.

We previously inspected the service in October 2013 when we found they were meeting all the regulations we looked at.

The service had a registered manager who had been in post since 2009. 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.

At the time of our inspection the service was providing the regulated activity of personal care to 14 people.

On the day of our inspection we found the service to be safe as it had systems in place to safeguard people from harm. We spoke with knowledgeable staff who could tell us the signs of abuse and what they would do if they suspected any form of abuse occurring. Risks to people were managed well to give people freedom, whilst keeping them safe.

The registered manager assessed and monitored the quality of care; however the majority of the audits viewed included information concerning another registered service, the Richmond Village care home.

The service encouraged feedback from people, their relatives and staff, which they used to make improvements.

The service had a robust recruitment process in place and used a matching process to ensure that there was compatibility between people and the staff who provided them with support. We found staff had received an appropriate induction, supervision, appraisal and training which allowed them to fulfil their roles to their maximum potential.

There was a policy and procedure in place for the administration of medicines. We observed how people stored and managed medicines .In the main we found that the medication administering process was safe. We made the registered manager aware of one discrepancy which was rectified on the day of the inspection.

Staff had a good understanding of the Mental Capacity Act 2005 (MCA) and was aware of the best interest process. People who used the service spoke highly of the staff that provided the service and said it was carried out to a very high standard.

Staff encouraged people who used the service to make decisions and choices in their lives to maximise their independence and enhance their life skills.

Clear information about the service, the management, the facilities, and how to complain was provided to people. Information was available in a format that met people’s needs.