This unannounced inspection took place on 10 November 2016 with further contact by phone made with people using the service, their relatives and staff on 14 and 15 November 2016.This is our first inspection of this service since their registration with us in November 2015.

Oakley Gardens provides Extra Care Housing provision for adults, providing personal care and support within a complex of 81 flats. Staff provide care at pre-arranged times and people have access to call bells for staff to respond to whenever additional help is required. People have communal facilities including lounges and a restaurant available to them. At the time of our visit the service was providing personal care to 60 people at the service.

The service has a 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 had mixed experiences of the levels of staff at the service, with some feedback describing staff being rushed and not staying for the full length of care calls. Staff had a good understanding of what they would do should they suspected or witnessed abuse. Risks to people’s health had been assessed, regularly reviewed and were well understood by staff. Regular monitoring and analysis of incidents that occurred at the service was undertaken to identify and act upon any patterns or trends developing. The provider operated safe recruitment practices. People were appropriately supported by staff with their medicines.

People were supported by competent staff that had regular supervision and had undertaken an effective induction when they started working at the service. Training provided to staff developed their knowledge and skills. Management and staff understood their responsibility to comply with the requirements of the Mental Capacity Act 2005 (MCA) and supported people in line with these principles. People were supported and monitored to ensure they ate and drank sufficiently. People were supported by staff as required to access the healthcare they needed if they felt unwell.

People had positive caring relationships with the staff that were supporting them. Plans of care described people’s abilities, preferences and wishes for staff to refer to if they were unfamiliar with the person’s needs. People were supported to make day to day choices relating to how their care was provided. Staff were mindful of preserving people’s privacy and dignity and demonstrated this in their daily interactions with them. People were actively encouraged to be as independent as possible, according to their individual abilities. Information was kept confidentially and stored securely.

People received the care and support they required which was responsive to their needs. Pre admission information was sought and used to develop a detailed care plan when the person moved into the service. Effective systems were in place for staff to be aware of and to communicate about peoples changing needs and wellbeing. People’s preferences and interests were well known and understood by staff. When people raised concerns or complaints, the provider responded and acted promptly to address these.

Overall people were positive about how effectively the service was managed. The provider promoted an open and inclusive culture within the service with people and staff able to freely raise any concerns they had. Staff were clear about the leadership structure within the service. The registered manager was well supported by the provider in terms of how they developed and monitored the quality of the service. The registered manager understood their responsibilities for reporting certain incidents and events to us that had occurred at the service or affected people who used the ser