ExtraCare Charitable Trust Hagley Road Village

Updated 28 April 2020

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 by one inspector and an Inspection manager.

Service and service type

Hagley Road Village is an Extra Care housing service. It provides care and support to people living in specialist 'extra care' housing. Extra care housing is purpose-built accommodation. 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 and support services.

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

The inspection was announced. We gave the service 48 hours' notice of the inspection. This was because we

needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the 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 (PIR). 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.

During the inspection

We spoke with eight people who used the service and four relatives about their experience of the care provided. We spoke with eight members of staff including the registered manager, the dementia and mental wellbeing enabler and care staff members.

We reviewed a range of records. These included five people's care records, risk assessments, accidents and incident reports and medication records. We also looked at three staff recruitment files, staff training and a variety of other records in relation to the management of the service. These included audits and some of the providers policies and procedures.

Updated 28 April 2020

About the service

ExtraCare Charitable Trust Hagley Road is an Extra Care housing service. The village has 260 apartments. 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. At the time of our inspection the service was supporting 50 people living in their own flats within the complex.

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

The provider had developed and sustained a positive culture. There was a strong ethos for quality care which ran throughout the service. Staff and the management team were committed to providing a high-quality service. They were proactive in identifying and implementing creative ways to ensure people were supported to live independent life styles.

There was a comprehensive holistic assessment of people's needs that looked at all areas of their life. A well-being advisor was available to support people with anything that could affect people's health and wellbeing. People had an enhanced sense of well-being and quality of life because staff actively encouraged and supported them.

People and their relatives spoke highly of the staff and management team. People received individualised care and support from staff. People had an enhanced sense of well-being and quality of life because staff actively encouraged and supported them.

People were supported to engage in individual and group-based community activities within the village that were meaningful to them. People were supported and encouraged to be independent and we saw the progress that people had made, resulted in improved health and wellbeing outcomes for people.

People said they felt safe living at the scheme with support from staff who arrived at the agreed time and stayed for the agreed length of time. Staff were aware of the actions to take in order to protect people from avoidable harm and potential abuse. People were supported to receive their medication safely and as prescribed. Staff were safely recruited, and staff turnover was low.

The provider recognised that the on-going development of staff skills, competence and knowledge was central to ensuring high-quality care. Staff spoke positively about their role and felt well supported to carry out their roles and responsibilities effectively, so that people received care and support in-line with their needs and wishes

Staff were committed to delivering inclusive personalised care and strongly focused on supporting people's diverse needs and preferences. Staff spoke enthusiastically and passionately about how they provided people with high quality, person-centred care.

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People were treated with kindness and compassion. People's right to privacy was respected by the staff who supported them and their dignity was maintained. People were supported to express their views and be

actively involved in making decisions about their care and support needs.

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 was very committed to ensuring they followed best practice. There was a 'Dementia and Mental Wellbeing Enabler' who supported people living with dementia-and other health related conditions. They supported people with individual strategies, self- help groups and advice, to promote people’s independence and to enable people to remain in their own homes.

The registered manager was very passionate about supporting people who lived in their own home. They used a variety of methods to check the quality of the service and develop good practice. The leadership and culture of the service was to provide a high-quality personalised support to people.

Rating at last inspection and update.

The last rating for this service was good. (published September 2018)

Why we inspected

This was a planned inspection based on the previous rating.