Background to this inspection
Updated
22 February 2020
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 Care Act 2014.
Inspection team
The inspection was carried out over two days. On the first day an inspector, an assistant inspector and an Expert by Experience gathered evidence and an inspector continued the inspection on a second day. 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 bought or 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 service.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was announced. We gave the service 24 hours’ notice of the inspection. This was to ensure that the Expert by Experience was able to speak to with people on the first day.
What we did before inspection
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.
During the inspection
We spoke with five people and reviewed statements from four people who used the service. We also spoke with seven relatives. We spoke with nine members of staff including the registered manager, a deputy manager, two team leaders, three care assistants and two members of the activity team.
We reviewed a range of records. This included six people’s care records and multiple medication records. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After the inspection
We reviewed some additional evidence sent to us by the provider.
Updated
22 February 2020
About the service
The Meadows is a ‘housing with care’ service which contained 92 flats. The flats and main building are managed by a housing provider and the care people received in their own homes was provided by Norse Care. At the time of the inspection 61 people were receiving personal care. Nine of these people received personal care in a secure ‘extra care unit’ due to their medical conditions. 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 benefitted from an extremely caring and responsive service. Staff demonstrated exceptionally kind and thoughtful care, and we heard many examples of the positive impact this had on people using the service. Staff fully supported people to be involved in all decisions about their care and empowered people to be as independent as possible. Without exception, staff treated people with dignity and respect and valued their individuality. We heard about people receiving exceptionally individualised care which greatly promoted their wellbeing, sense of self-esteem and self-confidence. People genuinely flourished in the care of this service.
People told us, without hesitation, that they felt completely safe in the hands of competent staff. Staff responded promptly to any emerging or actual health needs, ensuring people received the correct care and support. People’s safety and health care needs were regularly monitored by the on-site medical team, which provided an excellent service. People received their medicine safely by appropriately trained members of staff and people were well supported with any dietary requirements.
Staff were very well trained and supported by management to achieve their potential, which drove service improvement and created a positive and high performing service. There was a genuine sense of togetherness and shared ownership of people’s care needs. Staff were involved, as were people and their relatives, in expressing their views about the service and they felt comfortable to raise any concerns, should they arise. If they did, they were responded to effectively.
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 mostly supported this practice, although some people’s records required attention, which management promptly addressed.
Rating at last inspection
The last rating for this service was Good (published May 2017)
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk