This comprehensive inspection took place on 9 and 11 October 2018 and was announced.

Helmi House was registered with the Commission on 4 October 2017 and had not previously been inspected.

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 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 service. At the time of the inspection there were 32 people receiving the regulated activity personal care.

The service had 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.

People were supported by staff who received training in safeguarding, knew how to identify, report and escalate suspected abuse in line with good practice. Risk management plans in place gave staff clear guidance on how to mitigate identified risks.

People confirmed they received their medicines as prescribed. Records identified medicines did not always contain people’s known allergies and medicines route. On the second day of the inspection the registered manager had devised new medicine administration records that documented people’s known allergies and route of medicines. We were satisfied with the provider’s response.

People received care and support from suitable numbers of vetted staff to ensure they were safe. Staffing levels were flexible and adjusted in accordance with people’s changing needs.

The service learnt from incidents and accidents through regular auditing. Accidents were documented and shared with the relevant healthcare professionals where required. People were protected against the risk of infection as staff were provided with personal protective equipment and were aware of the provider’s infection control policy.

Staff received on-going training and supervision to enhance their skills, knowledge and reflect on their working practices. Staff received an induction prior to commencing their role and had their competencies monitored and assessed.

Staff were aware of their responsibilities in line with the Mental Capacity Act 2005 legislation. People's consent to care and treatment was sought and respected.

People were treated with dignity and respect and staff demonstrated kindness and compassion. People’s cultural and religious preferences were respected and encouraged. Where agreed in people’s care package, staff supported them to access food and drink that met their dietary needs and requirements. People were supported to access healthcare professional services as and when required.

Where possible staff encouraged and supported people to maintain their independence. Care plans detailed their dependency levels and support was provided accordingly. People’s confidentiality was maintained.

People received care that was person-centred and tailored to their individual needs. Care plans were reviewed regularly and where possible people were encouraged to develop them.

People were encouraged to participate in activities provided at Helmi House. People were aware of how to raise a complaint and were provided with a copy of the provider’s complaints policy. Complaints were managed in line with the provider’s policy and a positive resolution sought.

People and staff spoke positively about the registered manager. People and staff appeared at ease in the registered manager’s presence and sought guidance and support.

The registered manager carried out regular audits of the servi