This inspection was carried out by an inspector on 4 & 10 November 2016.

Ravenscroft House is a supported living service. It is an ordinary house on an ordinary street and the service provides personal care for up to seven people who may have a severe learning disability, complex physical needs, sensory impairments and epilepsy. The service has its own vehicle which supports a variety of activities in the local community and also supports holidays and trips away.

The home had 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 and associated Regulations about how the service is run.

People were protected from abuse. Staff knew how to identify abuse or potential risks of abuse and understood their responsibilities to report any concerns. Individual and environmental risk assessments had been carried out and measures put in place to mitigate risks to people. There were robust systems in place to effectively manage the ordering, storage and administration of medicines.

The provider had robust recruitment processes in place which ensured only staff who were suitable to work in an adult social care setting were employed. There were sufficient numbers of staff on duty to support people safely and meet their assessed needs.

Staff received an induction before they started work, which included shadowing other staff, and helped to ensure staff were appropriately trained and skilled to deliver safe care.

Staff showed a good understanding of the needs and preferences of the people they supported. People were supported to eat and drink a choice of food and drinks which were sufficient for their needs and that met their dietary requirements.

People and their families were involved in planning and review of their care. Care plans were personalised and support was tailored to their individual needs. There was a strong, visible person centred culture within the home and people were empowered to live their lives in the way that they chose to do.

People’s risk assessments and care plans had been reviewed regularly and any changes to people’s needs were recorded. Staff were knowledgeable about people’s health conditions and any concerns were promptly referred to health care professionals.

Records showed people’s hobbies and interests were documented and staff accurately described people’s preferred routines. Staff supported people to take part in activities both within the home and in the community.

Relatives told us they were very happy with the support their family members received from staff who were very caring. People told us the staff treated them kindly and our observations confirmed they were caring and compassionate, and supported people's emotional wellbeing in creative ways, supporting them to develop confidence and self esteem. Staff went the extra mile to overcome obstacles to help people maintain important relationships and visitors told us they were welcomed at anytime. Staff respected people’s privacy and dignity and encouraged their independence, empowering them to take control of their lives. People’s end of life wishes were discussed with them by sensitive staff.

Staff understood the requirements of the Mental Capacity Act 2005 and best interest decisions were made, where appropriate, and recorded in line with the Act.

The Care Quality Commission (CQC) monitors the operation of the Deprivation of Liberty Safeguards (DoLS). . These safeguards protect the rights of people using services by ensuring that if there are any restrictions to their freedom and liberty, these have been authorised by the local authority as being required to protect the person from harm. We observed people’s freedoms were not unlawfully restricted and staff were knowledgeable about DoLS.

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We spoke with three people who used the service and observed other people as they carried out their daily activities. One person told us: "This is the best place I've lived in. The staff are lovely and are very helpful. Another person said: "It's a nice home and nice people live here who I get on with." Throughout the day we saw all of the people were engaged in planned activities.

We looked at three people's care records and saw each person's needs were assessed and updated regularly. Care plans contained a risk assessment and we saw these had been reviewed regularly. One person said: "If I need to change anything in my care plan I can talk to my key worker. I have a lot of choice in what I do and staff help me to do it."

We looked at staff training records and saw all staff had received training in safeguarding vulnerable adults. The staff we spoke with were able to identify different types of abuse and were aware of how to report any concerns. The three people we spoke with all told us they would speak to the manager if they felt they were not being treated well by staff or other people who used the service.

Staff told us they were well supported by supervisions and training they received. They said the manager was approachable and always available to talk to. One member of staff said; "The manager covers shifts themselves and understands how to support the people who live here".

We reviewed a number of records relating to the monitoring of the quality of the service. These were consistent and regularly updated.

We spoke with two people living at the house, one member of staff and the registered manager. People told us how they were involved in all aspects of the running of the home and how staff respected their decisions. One person said “I sit with my keyworker and talk about what I need” They said staff listened and responded to what they said and one person told us that staff "are very good". Two people told us staff would consult and seek their permission before any treatment was given to them. One person said “they always ask me first”. People told us they were able to make comments about the service and how to complain.

People's privacy, dignity and independence were respected. Before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes. People experienced care, treatment and support that met their needs and protected their rights. The staff involved in food preparation were aware of people’s likes and dislikes and produced food that facilitated a healthy balanced diet. People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines. People were cared for, or supported by, suitably qualified, skilled and experienced staff. There was an effective complaints system available.

People said that they received care and support that met their needs. They said that the staff were very good and helped them to lead an independent life. Some of them received support with cooking.