Lovely Rose Care Services is a supported living service who are registered to support people from age 18 to 65 years of age who may have a physical disability or sensory impairment. This is the services first inspection since registering with Care Quality Commission on 5 February 2016. On the day of our visit there were two people using the service. Both people live in one house supported by a live in member of staff.

There was a registered manager at the service who registered with the Care Quality Commission on 21 March 2016. 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.

One relative told us, “By and large quite good, my wife and I are very much involved.” Another relative commented, “Very cheerful, which means a lot. They do virtually everything for him.”

One member of staff told us, “It’s a family business. I am still growing.” Another member of staff said, “It’s fun, parents are like an extended family.”

Staff received training in safeguarding. They told us they would not hesitate to report any concerns. One member of staff told us, “The manager is always available; I can call her if I am not sure.”

Safe recruitment procedures were carried out. Files we saw contained relevant documentation required to ensure only suitable staff were appointed. The registered manager told us it was important that staff had the right attitude and were genuinely ‘caring’. Staff received appropriate induction training and supervision. Staff received a training programme that spanned the first 12 weeks of working for the company.

Support was on-going and an essential part of continuing development. Staff told us they felt supported and would always ask if they were unsure or concerned with any aspect of care they provided. Policies and procedures for the safe management of medicines were in place and being followed. Medicine charts we saw had been completed appropriately. People were supported to take their medicines. Where people required staff to administer their medicine, a risk assessment was in place to ensure the request was appropriate and staff were competent to carry out this role.

People had access to healthcare services to maintain good health. One member of staff told us how an occupational therapist had been involved in support for one person to ensure the environment was adapted to encourage the person’s independence and mobility. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the service had policies and procedures which supported this practice.

Relatives we spoke with told us they knew how to make a complaint and were given the information to do so when they first joined the service. One relative told us that they see staff every week when they visit their family member. They told us, “I would speak to them (staff) first if something was wrong.”

The service had effective quality monitoring systems in place to drive improvements and ensure high quality care was provided for people who used the service. Quality assurance checks were carried out in people’s homes by the management.