The inspection was unannounced and took place on 20 March 2018. We gave the provider 48 hours’ of our intention to undertake the inspection. This was because the service provides domiciliary care to people in their own homes and we needed to make sure someone would be available at the office.

We last inspected Select Lifestyles on 21 December 2016, when we rated it as ‘good.’ Since the inspection we had received concerns about care provided for one person and how one safeguarding incident had been managed. The inspection followed up on these concerns and we also discussed the information with partner agencies.

Select Lifestyles is registered to provide personal care to people living in their own homes. At the time of the inspection the service was providing care and support to 32 people who were living in shared accommodation across seven locations. The levels of support people received from the service varied, according to their assessed needs.

A registered manager was in place. A 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.

Staff were able to tell us of the needs of the people they provided care for and their roles and responsibilities in keeping people safe. Staff understood how to protect people from abuse and were clear about the steps they would need to take if they suspected someone was unsafe.

People had their individual risks assessed and had plans in place to manage them. Medicines were administered by trained staff to support people’s health needs and records were completed to record this.

The provider had arrangements in place to make sure that there were sufficient and regular staff to provide support to people. Staff told us training helped them meet the specific needs of the people they supported and they attended regular training to ensure they kept their knowledge updated.

People’s consent was appropriately obtained by staff when caring for them. People were involved in developing how they wanted to be supported and were encouraged to be as independent as possible. They were supported to access healthcare appointments and to maintain a healthy diet which reflected their choices and preferences.

People told us that the liked the staff who supported them and staff spoke warmly of the people they cared for. Staff enjoyed their role and felt supported by management team to provide a good service.

Complaints information was available in alternative formats. Relatives and staff were confident of the actions they would take if they had concerns and that that any concerns would be dealt with appropriately.

People told us they enjoyed living in the schemes. Staff and relatives spoke positively about the management of the service and the said it was well run for the people it supported. Staff felt the management team involved them and they were able to raise any areas of concern or new ideas with them. The management team ensured regular checks were completed to monitor the quality of the care that people received and had identified areas they felt would improvement the service for people.

Further information is in the detailed findings below.

This announced inspection took place on 21 December 2016 with phone calls made to people using the service and their relatives on 22 December with further attempts made to contact people over the following days. The provider had 48 hours’ notice that an inspection would take place, so we could ensure staff would be available to answer any questions we had and provide the information that we needed.

Select lifestyles are registered to deliver personal care. They provide support to younger adults with learning disabilities or autism or physical disability within four supported living settings. At the time of our inspection 52 people were accessing this care through the provider.

The service had a registered manager. 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.

Staff supported people in a way that made them feel safe. Staff understood the procedures they should follow if they witnessed or suspected that a person was being abused or harmed. Criminal records checks were undertaken before staff were able to begin their role. People were supported to take their medication at the appropriate times. Staff had knowledge of the risks posed to people supported them safely.

Staff had the skills and knowledge required to support people effectively. Staff received an induction prior to them working for the service and they felt prepared to do their job. Staff could access on-going comprehensive training and regular supervision to assist them in their role. Staff knew how to support people in line with the Mental Capacity Act and gained their consent before assisting or supporting them. Staff assisted people to access food and drink and encouraged people to eat healthily.

People were involved in making their own decisions about their care and their own specific needs. People felt listened to, had the information they needed and were consulted about their care. Staff provided dignity and respect to people. People were encouraged to retain a high level of independence with staff there ready to support them if they needed help.

People’s preferences for how they wished to receive support were known and always considered by the care staff. Staff understood people’s needs and provided specific care that met their preferences. Staff considered how people’s diverse needs should be met. People knew how to raise complaints or concerns and felt that they would be listened to and the appropriate action would be taken.

People were happy with the service they received and felt the service was led in an appropriate way. Staff felt well supported in their roles and that their views or opinions were listened to. Quality assurance audits were carried out and were used to develop the service.