The Maples is registered to provide personal care to people living in their own flats within an extra care housing complex. Care and support was being provided to 12 people. However, there were four people receiving the regulated activity of personal care from the service when we visited.

A registered manager was in post at the time of the inspection. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

Systems were in place to manage risks to people using the service and to keep them safe. This included assisting people safely with their mobility, personal care and prescribed medicines.

There were sufficient numbers of suitably trained staff to safely assist and support people. The recruitment and selection procedure ensured that only suitable staff were employed to provide care and support to people using the service.

The registered manager and staff understood the requirements of the Mental Capacity Act (MCA) 2005. People were supported to have choice and control over their lives as much as possible. Staff supported people in the least restrictive way possible; the policies and procedures in the service supported this practice.

People’s needs were assessed, so that their care was planned and delivered in a consistent way. The registered manager and senior staff were knowledgeable about the people they supported and knew their care needs well. Staff offered people choices such as choosing the meals and drinks they wished to have. These choices were respected and actioned by staff.

People experienced a good quality of life because staff received training that gave them the right skills and knowledge to meet their needs. People were supported and assisted with their daily personal care needs and daily routines.

People received appropriate support to maintain a healthy diet. People were assisted to have access to a range of health care professionals, when they needed them.

Staff were clear about the values of the service and what was expected of them. Staff provided people with compassionate care in a dignified and respectful manner.

There were processes in place to assess, monitor and improve the service. People had been consulted about how they wished their care to be delivered and their choices had been respected. People, their relatives, and staff were provided with the opportunity to give their feedback about the quality of the service provided.

Further information is in the detailed findings below.