This inspection took place between 19 and 26 November 2018. This was the first inspection of the service since it was registered in December 2017.

Rivendale Extra Care Housing is a domiciliary care agency. It provides personal care to people living in their own houses and flats to predominantly older people.

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.

People at Rivendale Extra Care Housing lived in apartments that were situated in the grounds. People had access to a restaurant, communal areas and a garden.

Not everyone using the service receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

A registered manager was in post. 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.

Some risk assessments were in place, although we found when people had specific medical conditions, risks associated with these conditions had not been recorded. We have made a recommendation regarding risk assessments.

Staff had received safeguarding training and knew how to raise any concerns. They were confident any concerns would be dealt with by management appropriately.

Medicines had been administered safely and staff had received appropriate training in this area. Staff had a clear understanding of infection control practices they were to follow.

Safe recruitment processes had been followed and new staff had been provided with a comprehensive induction and ongoing support. Regular one to one supervisions had been conducted and a variety of training had been provided to ensure staff had the skills and knowledge to carry out their roles.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Consent to care and treatment was clearly recorded and staff respected people’s choices. People told us they were actively involved in the development of their care and support plans.

Other professionals involved in people’s care and support was recorded. Staff assisted people with making appointments where required to ensure their health care needs were met. Management and staff had developed good working relationships with the housing provider to ensure all aspects of the service met people’s needs.

Most people preferred to use the onsite Bistro for their main meals. Staff were able to provide support in relation to meal preparation if this was required.

People told us staff were kind and caring and treated them with dignity and respect. Observation showed staff had time available to have general chats and discussions with people and it was clear positive relationships had been developed.

Care plans were in place where required and contained person-centred information. Regular reviews of people’s care and support had been completed to ensure people’s needs were being met.

A complaints policy and procedure was in place and people told us they knew how to raise a concern. The registered manager has requested feedback from people who used the service and people told us they regularly attended ‘resident meetings’ where th