Webster Court is a Sheltered Housing Project offering personal care for people with a history of substance misuse. At the time of our visit, there were 24 tenants at Webster Court who were using the service.

There was a registered manager in post, who had been in post since the service commenced two years ago. 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.

The service was safe. Staff had assessed risks to individuals and mitigated them appropriately. Staff and people using the service were aware of safeguarding procedures and knew how to report any concerns they had. There were enough staff, and they were flexible to meet people’s needs. There were systems in place which ensured staff were recruited safely.

Staff supported people safely to take their medicines and the records were clear. Where needed, staff provided prompting and different levels of support for people to take their own medicines.

People received a high standard of care from trained staff who had an understanding of their specific needs. Staff felt supported at work. They sought consent before delivering care and were aware of individuals’ mental capacity to make decisions. Staff supported people to access healthcare services promptly when required.

Staff supported people to eat a choice of freshly made meals and a balanced diet, and referred people to specialist healthcare professionals if needed.

People were cared for by staff who knew them well and adapted their communication effectively with them, which empowered people to be involved in their care and make their own decisions. People were consulted about their care when planning and reviewing their needs. Staff supported some people to maintain a plan for consumption of alcohol, so that this could be managed safely. Staff promoted people’s independence, and respected people’s privacy and dignity.

People received individualised care according to their own needs, and when they changed, staff responded appropriately and were flexible. People felt comfortable to talk with staff if they had any problems.

The staff worked well together as a team, with a positive, compassionate attitude, and good leadership was in place. There were systems in place to ensure that high quality care was delivered continuously and any potential problems would be identified in a timely manner.