This service provides care and support to people living in ‘supported living’ settings, so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

Moore Care and Support provide individual supported living services for four people with a learning disability, a significant complex mental health need and who require one to one support at all times, Both within the community and their home environment.

At the last inspection in July 2015 the service was rated overall good and outstanding in the key question of Well Led. At this inspection we found the service remained good and had demonstrated that it remained outstanding in well led.

The registered manager was also the provider. 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 registered manager promoted a strong person centred ethos, which was evident throughout all branches of the service. The registered manager had an experienced background in working with people with very complex needs. They had enriched the skills and knowledge of senior staff by providing them with specialist training and learning opportunities related to people’s needs and backgrounds.

The registered manager was a strong presence in the day to day running of the service. They had an intimate knowledge of people’s needs, staff’s strengths and the day to day challenges they faced. The registered manager and management team were constantly available to people and staff to offer guidance and support and would attend to any serious incidents that took place.

The provider had a consistent record of highly effective collaborative working with other stakeholders to promote people’s health and wellbeing. We received very positive feedback from social workers and health professionals which underpinned how effective these partnerships were. The provider had fostered effective relationships with people, many of whom had experienced a history of breakdown in their care and accommodation placements due to their complex needs.

The provider fostered a culture where people were encouraged to reflect on their behaviours and associated risks. Staff helped enable people to recognise the triggers for their behaviours, the consequences and develop ways in which to manage these risks independently. The provider ran a therapeutic group where people and staff could talk openly about their successes, challenges and anxieties, which provided a forum in which strategies to promote positive behaviour could be implemented.

People were actively encouraged to plan and review their care. Staff were driven to enable people to be as independent as possible. People were supported to unlock their potential by identifying their aspirations and setting realistic goals to help them work towards them. Staff were focussed on providing people with opportunities to learn new skills, challenge themselves in various settings, empowering them to take responsibility over their behaviour.

People were encouraged to utilise their skills to benefit other people, contributing to society in a meaningful way. The provider had supported people to use their knowledge and experiences to provide support to other people in similar circumstances.

The provider had worked with people to provide innovate opportunities to give feedback to health and social care professionals. People were encouraged to talk about their feelings and discuss when they were not happy. The provider handled complaints openly and ensured that people were happy with the outcome of investigations when con

We met with one person who used the service and spoke by telephone with another person. One person said: "I really like living here and enjoy my work at the garden centre. The staff and provider keep me on track and I listen to them." Another person said: "I know my staff really well now and know exactly who will be supporting me every day."

We saw in people's notes they were involved in discussions and were able to make decisions. Staff supported them to understand their choices and the three people were all able to make decisions.

We were told by the people how they were involved in their care plans. One person was extremely proud of the progress they had made concerning their weight loss. They said "If staff hadn't supported me with my diet I would never have continued and now i am so much fitter."

We asked two members of staff about the safeguarding training they had attended. Both staff were aware of different types of abuse and both told us how they would report any concerns. The two people we spoke with both said they would speak to the provider if they were concerned about how staff were treating them.

The provider told us about their recruitment process and shared with us the policy they followed. They talked about the checks they carried out on staff prior to commencing employment.

We found the service followed a comprehensive complaints policy. The provider demonstrated their understanding of the procedure and the importance of resolving complaints and concerns satisfactorily.

This inspection visit took place on 29 July, 5 and 6 and 27 August 2015 and was announced. The provider was given 48 hours’ notice because the location provides a service to people in their own homes; we needed to be sure that someone would be available in the office.

The service provided individual supported living services for two people with a learning disability and a significant complex mental health needs. They required one to one support at all times within the community and their home environment.

The owner of the service is also the registered manager. 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 very much at the heart of the service and were enabled to be involved in how their care and support was delivered. Staff implemented the service’s core values to ensure people had meaningful and enjoyable lives.

The registered provider/manager regularly assessed and monitored the quality of care to ensure standards were met and maintained. Continual improvements to care provision were made, which showed the registered provider/manager was committed to delivering high quality care.

All of the staff received regular training that provided them with the knowledge and skills to meet people’s needs in an effective and individualised manner.

People’s health and wellbeing needs were closely monitored and the staff worked well with other professionals to ensure these needs were met.

People were involved in the assessment and review of their care and support. Staff supported and encouraged people to participate in activities that were important to them. Innovative ideas, such as making films, drama and therapeutic groups and role play, were used to help ensure people received high quality care and support that was meaningful and personal to them.

Feedback was sought and used to improve the care. People knew how to make a complaint and complaints were managed in accordance with the provider’s complaints policy.

People’s safety risks were identified, managed and reviewed and the staff understood how to keep people safe. The service actively worked with people to involve them in what it means to be safe. There were sufficient numbers of suitable staff to meet people’s needs and promote people’s safety. Systems were in place to protect people from the risks associated from medicines.

People were treated with kindness, compassion and respect and staff promoted people’s independence and right to privacy. The staff were highly committed and provided people with positive care experiences. They ensured people’s care and support preferences were met and gave people opportunities to try new experiences.