Your Life (Taunton) provides personal care to people living in their own apartments in an assisted living complex. At the time of the inspection they provided personal care for four people who had minimal care needs.

There were 53 apartments in the assisted living complex. Homeowners’ surveys indicated they lived in a secure environment and were treated with respect. However the inspection relates specifically to the registered activity of personal care delivered to the four people in their apartments.

At the last inspection in September 2015 the service was rated Good. At this inspection we found the service remained Good.

Why the service is rated Good:

There were processes and practices in place to keep people safe. People felt safe living in their apartments and with the staff who supported them. People said they enjoyed their independence and felt safe because there was always someone to support them if they needed assistance. One person said “If I need extra help I know it is there.” Another person said “I feel very safe. I don’t have to worry.”

People received effective care and support because staff understood their personal needs and abilities. Staff had the skills and knowledge to meet people’s needs. The provider had a programme of training which ensured staff had up to date guidance and information. People were always consulted fully before any care support commenced.

People said they received support from staff who were always “polite and kind.” One person said “This is a lovely place. You live your own life, do whatever you like but if I want help I can press the button and someone will come and help me. I feel very lucky.” Another person said “I could not wish for anything better. Staff are always very nice. I am happy with everyone.”

Most people living in the apartments were independent and did not require personal care. Staff knew people well. People could be offered the amount of support they required which might be minimal support but made a difference to their well-being.

Support could be offered for a short period of time and discontinued when it was no longer needed for example during acute illness. The service looked for individual solutions to people’s care and support needs.

People and staff were supported by a registered manager who was approachable and listened to any suggestions they had for continued development of the service provided.

There were systems in place to monitor the quality of the service, ensure staff kept up to date with good practice and to seek people’s views.

This inspection was announced and took place on 03 September 2015. The provider was given 36 hours’ notice because the location provides a domiciliary care service and we needed to be sure the registered manager would be available for the inspection. It also allowed us to arrange to visit people receiving a service in their own homes.

Your Life (Taunton) provides personal care to people living in their own apartments in an assisted living complex in Taunton. At the time of the inspection they provided personal care for four people who had minimal care needs.

This was the first inspection of the service which was registered with the Care Quality Commission in June 2014. No concerns have been identified with the care being provided to people since their registration.

There is a registered manager in post. 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 who received personal care from Your Life (Taunton) told us they were happy with the care and support provided. They said the manager and staff were open and approachable and cared about their personal preferences and maintaining their independence. One person said, “They are excellent, really excellent, I look forward to them visiting and they listen to me as an individual.” Another person said, “Nothing is too much, I can talk with the staff and the manager whenever I need to.”

People receiving care and support required minimal levels of personal care. They were supported by sufficient numbers of staff who had a clear knowledge and understanding of their personal needs, likes and dislikes. We observed the registered manager and staff took the time to talk with people throughout the day as their office was situated in the assisted living complex.

People told us they received care from care workers who were knowledgeable about their needs and were appropriately trained to meet them. Care workers had access to training specific to their roles and the needs of people for example they had attended training in the use of Epi-pens. An Epi-pen is a medical device for injecting a measured dose of medication against an allergic reaction. Training for dementia awareness was also advertised for staff to attend. Staff confirmed they would all be attending the training.

People said they were cared for and supported by care workers who were polite, compassionate and caring. One person said “They are always so polite and caring, that for me is important.” Another person said “They always respect my privacy, even though it’s only me in my apartment doors and curtains get closed, and they always ring the doorbell and wait for me to say it is ok for them to come in.”

People’s care needs were recorded and reviewed regularly with senior staff and the person receiving the care. All care plans included written consent to care. Care workers had comprehensive information and guidance in care plans to deliver consistent care the way people preferred. One person said, “I have gone over my care plan with the manager so many times I know exactly what is in it and they change it if I say things are different.”

During our visit to one person’s apartment we observed a relaxed and friendly relationship between the person and care worker. The person said, “They are all really nice, I know them all by their first names and they know exactly what I need.” With a small staff team people received a consistent approach to their care and support. Staff confirmed they knew everybody very well and were kept aware of specific changes. People said they felt the small staff team meant they got to know the care workers and the registered manager well.

The registered manager had a clear vision for the service provided. Their statement of purpose said, they aimed to provide a “Personal care service which promotes dignity, privacy, respect and individuality.” Throughout the inspection we saw this vision was at the very centre of the care and support provided by all the care workers. Staff said they were aware of the philosophy of the service and worked towards helping people maintain their independence.

People were protected from abuse because the provider had systems in place to ensure checks of new staffs characters and suitability to work with vulnerable adults were carried out. Staff had also received training in protecting vulnerable people from abuse.

Although people’s personal care needs were minimal their health care needs were fully assessed and care and support was provided on an individual basis. Most people were able to access health care professionals independently but assistance could be provided if requested.

The service had a complaints policy and procedure that was included in people’s care plans. People said they were aware of the procedure and knew who they could talk with. People and staff said they felt confident they could raise concerns with the registered manager and they would be dealt with appropriately.

There were systems in place to monitor the care provided and people’s views and opinions were sought on a daily basis. Suggestions for change were listened to and actions taken to improve the service provided. All incidents and accidents were monitored, trends identified and learning shared with staff to put into practice.