This inspection was announced and took place on 20 and 24 October 2016. We gave the provider 48 hours' notice of our intention to undertake the inspection. This was because the service provides domiciliary care to people in their own homes and we needed to make sure someone would be available at the office.

Waverley Court is owned and managed by Hanover Housing Association and the onsite care team is provided by Brunelcare, which is a domiciliary care agency registered to provide personal care to people living in their own homes. At the time of our inspection 30 people received care and support services.

There was a registered manager 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.

People we spoke with told us that they felt safe when staff entered their home and that staff knew how to support them.

Staff were able to tell us of the needs of the people they provided care for and their roles and responsibilities in keeping people safe.

There were sufficient numbers of staff, who had a good understanding of protecting people from the risk of abuse and harm and their responsibilities to report suspected abuse.

Medicines were administered by staff that had received training to do this. The provider had procedures in place to check that people received their medicines as prescribed to effectively and safely meet their health needs.

People told us they received reliable care from a regular team of trained staff who understood their likes, dislikes and preferences for care and support and that they were kept informed of any changes.

Staff sought people's consent and demonstrated their understanding of people's right to refuse care.

Staff supported people to make their own choices and decision's about their care and support. We found people were involved in how their care was planned to meet their needs.

Staff supported people to access health care services such as their GP or district nurses.

People told us they had developed good relationships with staff and they were treated with dignity and respect.

People received care that met their individual needs.

People and staff said managers listened to them and they felt confident they could raise any issues if they needed to.

The registered manager ensured regular checks were completed to monitor the quality of the care that people received and action had been taken where areas were identified for improvement.

People and staff spoke positively about the registered manager and the support they provided.

People were positive about the care and support they received and the service as a whole.

We visited Waverley Court Extra care housing on 27 September 2013.

We spoke with six people who said that staff always treated them with respect. Examples of comments included "they treat me with respect. They come into your home, they're respectful”, they make sure they do things the way you would like" 'they are always friendly and speak nicely to me” and another said 'they always ask me if I am alright with what they are doing'.

People told us they made decisions about what care they wanted and how that care was provided. One person told us “they are brilliant they are like family”.

We found care and treatment was planned and delivered in a way which ensured people's safety and welfare. One person told us "they put extra care in place any time I become ill and as soon as I got out of hospital. The support helped me until I got better".

Staff said they had of training on induction. We checked staff training records. These records showed that staff were provided with mandatory basic training on induction, and on-going training which gave them the skills to do their jobs.

There were suitable arrangements in place to protect vulnerable people and respond appropriately to any allegation of abuse. One relative told us they had confidence in the carers support to their family member.

People who used the service, their representatives and staff were asked for their views about the care they received. We saw their responses were acknowledged and acted on".