Archived: Phoenix House

Phoenix House is an Extra Care housing scheme compromising of 49 self-contained flats which can be rented by older people. The service can support people with personal care which is provided by a team of care staff through pre-arranged calls. At the time of our inspection nine people were receiving personal care. CQC only inspects the service being received by people provided with 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

The provider had systems in place to safeguard people from the risk of abuse. Staff received training in safeguarding and knew what action to take if they suspected abuse. Staff were recruited safely, and pre-employment checks were carried out. Staff had access to appropriate PPE and the provider was mindful about infection control. Accidents and incidents were recorded, action taken to mitigate future incidents, and risks associated with people's care were identified and managed safely.

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. The provider ensured staff received appropriate training. Staff worked alongside other professionals to ensure people received timely and appropriate care and support.

People and their relatives told us staff were kind and caring and supported them or their family member in a person-centred way. Care plans offered staff guidance about how to support people. Staff knew people well and assisted people to maintain their independence. People felt able to raise concerns if they needed to and were confident the provider would take appropriate actions to address them.

The registered manager completed regular checks to monitor the quality of the service. This process helped identify issues and action plans were used to ensure issues were addressed in a timely way. People we spoke with felt involved in the service and relatives felt they were communicated with well.

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

Rating at last inspection

This service was registered with us on 22 June 2022 and this is the first inspection.

The last rating for the service under the previous provider was Good (published on 06 May 2017).

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.