The inspection took place on 19 and 23 May 2017. The first day of our inspection was unannounced.

Southbank provides accommodation and personal care for up to 13 people who have a learning disability. The home consists of three linked bungalows, one of which provides respite services. At the time of the inspection, seven people were living at the home and a total of 18 people were using the home’s respite facility at different times.

The service is required to have a registered manager and there was a registered manager in post when we inspected. 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

People were protected from avoidable harm and abuse. Staff had received training in and understood how to recognise and report abuse. The risks associated with people’s individual care and support needs had been assessed, kept under review and plans put in place to control these. Staffing levels at the service enabled the provider to meet people’s individual needs safely. The provider followed safe recruitment procedures to ensure prospective staff were suitable to work with people. People’s medicines were handled and administered safely by trained staff.

Staff had the training, supervision and ongoing support needed to carry out their roles effectively. People’s rights under the Mental Capacity Act 2005 were understood and protected. People had enough to eat and drink, and their dietary and nutritional requirements were assessed and addressed with appropriate input from nutritional specialists. Staff played a positive role in helping people to maintain their health and access healthcare services as needed.

Staff took a caring and compassionate approach towards their work, and took the time to get to know people well. The provider had put measures in place to encourage and facilitate people’s involvement in decisions about their care and support. Staff treated people with dignity and respect and understood the need to protect people’s personal information.

People received care and support that reflected their individual requirements and preferences. Staff understood the purpose of, and followed, people’s care plans. People had support to spend time doing things they found enjoyable and to access the local community. People’s relatives knew how to raise concerns and complaints with the provider, and felt confident these would be acted upon.

The management team promoted open communication with people, their relatives, external health and social care professionals and the staff team. People’s relatives and staff found the management team approachable and had confidence in their willingness to deal with issues fairly. Staff felt valued and were clear what was expected of them. The provider carried out quality assurance activities to assess and improve the quality of the service people received.