This announced inspection took place on 26 July and further visits to people’s homes took place on 30 July 2018. The provider was given 48 hours’ notice because we wanted to be certain the registered manager and key staff would be available on the day of our inspection. We also wanted to give them sufficient time to seek agreements with people so that we could visit them in their homes to find out about their experience of using the service. This was a first inspection for this service.

The Old Maltings provides care and support to people 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 is the occupant’s 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.

The service consisted of 24 individual flats and two active assessment rooms for people receiving short term respite care. At the time of our inspection 27 people were receiving a service at The Old Maltings site and four more people received a service in their own homes in the local area.

There was a registered manager in place. 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.

People received safe care but some improvements were needed relating to the management of people’s medicines. Risks were well managed and people were supported to take assessed risks. There were enough skilled staff to meet people’s needs and staff had been recruited safely. Staff were aware of their responsibilities to protect people from abuse and to protect them from the risk and spread of infection.

People’s needs were appropriately assessed and staff received comprehensive training in order to meet those needs. Staff were well supported and worked effectively with other health and social care professionals to support people’s health needs and to manage their eating and drinking.

People consented to their care and the service worked in accordance with the Mental Capacity Act 2005 (MCA). The MCA requires people’s capacity to consent to their care to be assessed. If people are found to lack capacity, any decisions made which relate to their care and treatment must be made according to a structured process and must be in their best interests. People were supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the polices and systems in the service support this practice.

People received care from staff who were kind and relationships between staff and those they were caring for were good. People were involved in decisions about their care and were supported to be as independent as possible.

People received person centred care which was designed to meet their individual needs and preferences. Staff knew people’s needs well and information systems captured what was important to people about their care.

Complaints were well managed in line with the provider’s complaints procedure.

Staff received training in end of life care and worked in partnership with other healthcare professionals to support people approaching the end of their life.

A system of audits, both internal and external, ensured the provider had oversight of the quality and safety of the service. Staff at all levels were well supported and there was an inclusive and open culture where people were encouraged to raise concerns and provide feedback. The registered manger and regional manager demonstrated a commitment to further improvement.