This inspection took place on 13 July and was unannounced. At our previous inspection in January 2016 the service was not meeting legal requirements relating to care and welfare of people who use services. Following that inspection the provider had sent us their action plan and at this inspection we found that significant improvements had been made.

83 Glengall Road is registered to provide accommodation and personal care for up to seven adults with learning disabilities. At the time of our inspection, five people were living at 83 Glengall Road.

The service had a registered manager who was available throughout the inspection. 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 were aware of their duty to protect people from the risk of abuse. Risk assessments were completed and managed by staff so people were protected from avoidable harm.

There was a robust staff recruitment process in place to ensure that those who worked with people were safe. The service also had enough staff deployed to support on each shift. People were confident that staff followed safe medicine management practices.

Staff were experienced and had support, induction, training, supervision and appraisal. They were clear about promoting and protecting people's rights under the Mental Capacity Act 2005.

People were provided with sufficient food and drink that was nutritious and reflected their personal preferences. Care plans were reviewed with the involvement of people, their relatives and other professionals. People's social and healthcare were met through opportunities of various activities and medical referrals to appropriate healthcare professionals.

Staff were kind, caring and knew people well. Relatives told us they were satisfied with the care and support staff provided. The registered manager sought feedback from people, relatives and staff through meetings and surveys to ensure their views were heard and influenced the quality of the service. There was also a complaints process in place for people and relatives to raise their concerns.

The provider was meeting their regulatory responsibilities by sending notifications, raising safeguarding alerts, and monitoring and auditing the facilities and practices to improve the quality of the service.

The inspection took place on 20 January 2016 and was unannounced. The provider met all the regulations we inspected at our last inspection on 20 November 2013.

Glengall Road is registered to provide accommodation and support with personal care for up to seven people with a learning disability. At the time of the inspection there were seven people using the service.

The service had a registered manager. 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 found the central heating system was not working adequately to ensure that the home was always comfortable for people. There were one-to-one staff arrangements in place to support people who had a behaviour that challenged the service. However, we found that these were not always effective.

People and their relatives were happy with the home. They told us staff were kind and the service met people's needs. People and relatives were satisfied with the amount and variety of activities available at the home. We noted staff supported people to go out to various places of leisure, shops and cafés.

Each person had a risk assessment and care plan. The care plans were reviewed regularly and there was evidence to show that people and their representatives were involved in the review of care plans. Staff told us and we observed there were arrangements for people to enjoy meals that reflected their cultural or personal references. Staff were experienced, trained and supported. We noted staff had good knowledge of each person's likes and dislikes and were trained in medicine administration. This showed people were supported by staff who understood their needs.

Staff told us they had attended various training courses related to their roles. Records showed staff had attended different training programmes including Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). We observed how staff treated people with compassion and ensured that people had the opportunity to do as much as possible independently by themselves. This showed staff respected people's choice and rights.

There were various auditing systems in place. We noted people and relatives were consulted about the service and the home had a complaints procedure which people and relatives knew about. The equipment and facilities were checked and maintained regularly and it was evident that the home was clean and was free from offensive odours on the day of the inspection.

We found one breach of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.You can see what action we have told the provider to take at the back of the full version of this report.

People who used the service and their relatives told us they were happy with the care they received. A person who used the service said “yes I like living here” and a relative told us “it’s fantastic here, no problems at all.” People’s care, health and welfare needs were being met. One healthcare professional told us “they work well and closely with the learning disability professionals.” Another said “it’s definitely one of the better learning disability homes.” There were systems in place to ensure people received their prescribed medication appropriately.

People were supported to have a nutritious diet and if necessary assisted to eat and drink. They told us they enjoyed their meals. There were sufficient skilled and experienced staff on duty to meet people’s assessed needs. A healthcare professional told us “staffing is always okay and staff are experienced." People were protected from the risks of unsafe or inappropriate care because accurate and appropriate records were maintained.

The views of people who use the service and their carers were considered in the planning and delivery of care. We found that people were provided with a safe service and that steps were taken to protect people. There was sufficient staff to meet the needs of people who use the service. The management had arrangements in place to monitor the quality of care delivered.

One person who used the service told us that "the food is very nice" and that the temperature in his room was "just right". He also talked about the plans he was making for his holiday. He said that at times if it becomes noisy he can go to his room to listen to the radio. Other people who used the service indicated through gestures that they liked the food and enjoyed going out with particular workers.

Feedback from relatives was positive and they were able to visit at any time.

People who use the service said, “Its nice here and the staff are nice,” “I like it here. All the staff are nice. They help me and they talk to me. I enjoyed my holiday”.

Relatives said: “My daughter is well looked after. It’s excellent. I’ve never had a problem with them and it’s a godsend. They will do anything to help. The staff are happy and everyone living there seems happy. There are parties for Christmas and birthdays. It couldn’t be any better. People living there do what they want. My daughter goes out on a regular basis and she has a busy life”. “I think my relative is very happy there. We visit at different times. We just turn up and things are never any different. It is always okay. It’s brilliant. They have done so much for him. I can only give them a very glowing report. They let him be independent and we are very, very, pleased.

Social workers said: “It’s a very good service and my client has settled amazingly well. She has had a review and they were meeting her needs. She is well placed and the staffing is very good. They encourage her to be independent. People get an individualised service. My client loves it and her mother speaks highly of the service”.

“It seems to be very relaxed and open. Service users were moving around as if it was their own home. I felt that staff were conscious of those that were more vulnerable and monitored them. I was impressed. They seemed genuinely keen to provide good care. I felt the service was transparent and professional. Staff knew what they were doing and did it with confidence. My client’s family said that he was happy”.