Housing 21 - Poppy Dene

Updated 30 June 2023

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

The inspection was carried out by 1 inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service 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 rented and 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.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service. We sought feedback from the local authority and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 11 people who use the service and 4 relatives about their experience of the care provided. We spoke with the registered manager, assistant manager and 5 members of care staff.

We reviewed a range of records. This included care and medication records. We looked at other records relating to the management of the service including staff deployment, staff supervision, and systems for monitoring quality.

Following the inspection, we looked at a range of documents sent to us such as audits, surveys and training information.

Updated 30 June 2023

About the service

Housing 21 - Poppy Dene supports people to live in their own homes. People using the service lived in apartments in a purpose built complex with communal areas. The service provides personal care and support to people who may be living with dementia, of older age, a physical disability, sensory impairment or mental health needs. At the time of the inspection, the service was providing care to 69 people.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Risks to people's health, safety and well-being were effectively managed. Medicines were administered safely. The provider had effective infection prevention and control systems in place.

People were supported to access specialist health and social care support where appropriate. People told us they felt safe when receiving support from staff. Staff understood how to protect people from poor care and abuse. Staff had training on how to recognise and report abuse and they knew how to apply it.

People told us staff arrived on time and they received support from the same good group of staff, which promoted good continuity of care. People's needs were assessed with partners prior to the commencement of the service. The assessment included people's health, physical, emotional and communication needs. Care plans had been reviewed regularly to ensure they were accurate.

Staff respected people's privacy and dignity and people's choices and wishes were respected. People were encouraged to be independent and to carry out tasks without support.

People could communicate with staff and understand information given to them because staff supported them consistently and understood their individual communication needs.

The provider had recruitment processes in place to ensure suitable staff were employed and we heard that staff provided care in an unhurried and caring way.

Systems were in place to manage complaints. People and staff spoke positively about the management of the service and staff said they felt well supported both professionally and personally. The management team were approachable, maintained regular communication, and listened to the views of others.

Systems to monitor the quality and safety of the service were in place. The registered manager was a positive influence, open and aware of their legal responsibilities. The service had quickly become an inclusive part of the local community, providing a meeting place with events and a community restaurant for everyone to enjoy.

For more details, please see the full report which is on the Care Quality Commission (CQC) website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 6 January 2022 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.