Hurst Place is a purpose built complex for people who wish to live independently but have access to personal care should they require it. 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 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.

The complex included a café, hairdressers, communal lounge and garden. People lived in fully equipped apartments.

This inspection took place on 20 August 2018 and was announced. On the day of the inspection two people were receiving the regulated activity, personal care, and they received support with their medicines. This was the first inspection of this service.

There was a registered manager in post. 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 and associated Regulations about how the service is run.

People told us they felt safe. One person told us “I feel safe living here I can speak to staff if I have any concerns and they support me.” Staff were knowledgeable in safeguarding adults and understood signs of abuse. Risk assessments were robust and gave staff detailed guidance to mitigate risks for people. Staff had a good understanding of infection control and had been provided with appropriate equipment to support people safely. People received their medicines safely. One person said, “Medicines are done well I never have any issues.” There were safe systems in place to manage, administer, store and dispose of medicines.

People's needs were assessed when they began to use the service and regularly thereafter. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice. Staff understood people's needs, choices and preferences. Staff received training to support the needs of people using the service. A relative told us, “The staff are well trained they provide care that my mum needs and are competent with what they do.” People were assisted to eat healthy and balanced diets and were offered the appropriate support to meet their nutritional needs.

People received kind and compassionate care and support. One person told us “They are very kind they do everything I ask of them for and more besides. They are organised and know me well.” People’s privacy was respected and staff understood the importance of confidentiality. People and their relatives were encouraged to share their views of the service and care provided.

People and their relatives told us staff were responsive to their needs. Staff knew people well and spoke about their life histories in detail. Care was delivered with a person-centred approach. A relative told us, “They are very responsive and they are always the same staff which provides continuity, which is something my mum needs.” People were aware of their right to complain and had access to the provider’s complaints policy and procedure.

People and staff told us they thought the service was well-led. They spoke highly of the registered manager and their leadership. Staff told us they felt supported by the manager. One staff member told us, “the manager is a brilliant manager, very approachable with any concerns and I feel very valued.” Quality assurance process were in place to monitor the quality of the service provided and to drive improvement. There was a clear vision for the service. The provider’s vision and values were embedded in the