This inspection took place on 27 June 2017 and was unannounced. A second visit took place on 29 June 2017 to speak with people who were using the personal care service.

The personal care service was provided to people who lived in private apartments or bungalows within the Knightwood complex. Whilst not all people needed any personal care or support, those that did could either choose to make their own arrangements or use the personal care service provided by Brendoncare. When we visited eight people were using the service. Other people living within the complex could receive care should they need it in an emergency. Additional facilities on site included a licensed restaurant and coffee shop, residents’ lounge, shop, a library with IT facilities and a hairdressing salon.

There was a registered manager in place. 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.

At the last inspection in May 2015, the service was rated good. At this inspection we found that the service remained good.

This domiciliary care service has provided consistently good, safe, effective and caring support which is responsive to people’s needs. They do this well because there is an established staff team based on site who know people well.

The service was safe. Staff were knowledgeable about identifying abuse and how to report it to safeguard people. Recruitment procedures were robust. Risk assessments were in place for people using the service to support their safety. There were also processes in place to manage any risks in relation to the running of the service. Staff deployment was suitable for people's needs and people's medicines were safely managed.

The service was effective. People were supported by experienced staff who were provided with a range of training to keep their skills and competencies up to date. Staff always asked for people’s consent before they provided care and support. People were supported to maintain good health and nutrition.

The service was caring. People said the staff were caring and friendly and said they supported their independence. Staff understood the needs and preferences of the people using the service and acted upon their wishes. People's dignity and privacy was respected.

The service was responsive. People's needs had been assessed with them and they told us they received the flexible support they needed from the service. Care plans were person centred and reflected what was important to the person. The service had a complaints policy in place and people felt able to complain if they needed to.

The service was well-led. The service had a positive open culture. There were good systems in place to check on the quality and safety of the service provided and to put action plans in place where needed.

Brendoncare Knightwood Mews is a purpose built complex. Within this complex there is also a twenty bedded nursing facility. This facility was not part of this inspection.

We spoke with 19 people who live within the complex, including four people who received regular care from the agency and others who could receive care should they need it in an emergency. All told us that they felt safe within the complex and were happy with the quality of service that they received.

We interviewed three staff who told us that they felt supported by the manager with one of them telling us that "this is definitely one of the better homes that I have worked in."

The manager told us that "staff are dedicated and go the extra mile."

We looked at care plans for five people during our visit. The manager and staff showed us how the care plans were currently being redeveloped in conjunction with people using the service, their family members and the staff team.

People using the service told us they were happy with the service provided. They were involved in the planning of their care, which meant care staff supported them in a way they preferred. They told us that care staff were friendly and accommodated their individual wishes. Staff members were generally able to alter visit times to meet individual requests.

They told us the agency communicated with them about any changes and checked they were satisfied with the service they received. They told us they could raise concerns with the service which would be responded to appropriately.

This inspection took place on 13 May 2015 and was unannounced. A second visit took place on 19 May 2015.

The personal care service was provided to people who lived in private apartments or bungalows within the Knightwood complex. Whilst not all people needed any personal care or support, those that did could either choose to make their own arrangements or use the personal care service provided by Brendoncare. When we visited eight people were using the service. Others could receive care should they need it in an emergency. Additional facilities on site included a licensed restaurant and coffee shop, residents’ lounge, shop a library with IT facilities and a hairdressing salon.

There was a new manager in place who going to apply to be registered. 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.

Care provided included assistance with washing and dressing, preparing drinks and snacks, providing reassurance, assisting with medicines and liaising when this was requested, with health and social care professionals. No one needed staff to assist them to move, although staff had been trained in using a hoist to move people safely.

People said they felt safe and said they received a consistently good standard of care and support. Staff had a good understanding of how to protect people from avoidable harm such as from potential abuse and any risk to people’s health or wellbeing was assessed and actions were taken to minimise them. Staff recruitment processes were robust and staff were employed in sufficient numbers to meet peoples’ needs. Where staff assisted people with their medicines this was managed consistently and safely.

Staff discussed their learning and development needs and training was made available to ensure they could effectively meet people’s needs and preferences. People were always asked to give consent to their care and support. Staff had a good understanding of the Mental Capacity Act 2005 and put this into practice to ensure people’s human and legal rights were respected. People’s health care needs were discussed with them and when requested staff liaised effectively with health care professionals on people’s behalf.

Staff had developed trusting relationships with people who used the service and cared about their wellbeing. They understood and respected confidentiality. People’s independence was promoted and they were regularly consulted about their needs, choices and preferences and about how these should be met. Staff provided a flexible service by providing more care and support when people were unwell or when they were upset or distressed.

There was a positive culture and everyone using or involved was encouraged to provide feedback to develop it further. Managers and senior staff were available to staff for guidance and support. Quality assurance arrangements were robust.