We inspected this service on 19 July 2016. The inspection was announced. The service is registered to deliver personal care in people’s own or shared homes, and provides an assisted living 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 2008 and associated Regulations about how the service is run.

The service is provided for younger adults who may live with learning disabilities, autistic spectrum disorder, a physical disability or dementia, at thirteen different houses. At the time of our inspection, fifty-seven people were receiving an assisted living service, but only nine people received assistance with personal care, which is the regulated activity covered by the Health and Social Care Act 2008, that we regulate.

People were safe and were protected from the risks of abuse. Staff were trained in safeguarding and understood the action they should take if they had any concerns that people were at risk of harm. The registered manager checked staff’s suitability to deliver personal care in people’s own homes during the recruitment process.

Care plans included risk assessments for people’s individual health and wellbeing and described the actions staff needed to take to minimise the identified risks. Staff understood people’s needs and abilities because they read the care plans and shadowed experienced staff when they started working for the service.

The registered manager assessed risks in each person’s home and advised staff of the actions they should take to minimise the risks. People’s medicines were administered safely because the provider’s medicines policy included training staff and checking that people received their medicines as prescribed.

Staff received training and support that enabled them to meet people’s needs effectively. Staff had opportunities to reflect on their practice and consider their personal career development.

The manager understood their responsibility to comply with the requirements of the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). Records showed that people, their families and other health professionals were involved in making decisions about their care and support. Staff understood they could only care for and support people who consented to being cared for.

Staff referred people to healthcare professionals for advice and support when their health needs changed, and supported people to follow the health professionals’ advice.

People told us their care staff were kind and understood them well, so they felt like friends. The provider asked people about their preferences, likes and dislikes for care and support during their initial assessment of needs.

People told us staff respected their privacy, dignity and independence, and they were supported to life the lives they wanted. People knew any concerns or complaints would be listened to and action taken to resolve any issues.

People were encouraged to share their opinions about the quality of the service through one-to-one conversations with a member of the management team.

The staff and management team shared common values about the aims and objectives of the service. People were supported and encouraged to live as independently as possible, according to their needs and abilities.

The provider’s quality monitoring system included regular checks of people’s care plans and staff’s practice. When issues were identified the provider took action to improve the quality of the service people received.