Our inspection of Willow Road took place on 11 and 16 October 2018. This was our first inspection of the service which was registered with the Care Quality Commission on 14 February 2017.

Willow Road provides care and support to people living in a ‘supported living’ setting, so that they can live in their own home as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support. At the time of this inspection the service was supporting four people living in a shared house.

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.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen.”

People and family members spoke positively about the management of the service. They knew what to do if they had a complaint or concern.

Staff members know how to ensure that people were protected from the risk of harm. Staff members had received training in safeguarding adults from abuse. They understood their roles and responsibilities in ensuring that any incidents or concerns were immediately reported.

People’s individual risk assessments and care plans were person centred and included guidance for staff members on how to support people effectively and safely. Daily records of care and support were maintained and guidance on completing these had been discussed at a recent staff team meeting.

The service was meeting the requirements of the Mental Capacity Act 2005 (MCA). Assessments of people’s capacity to make decisions had been carried out. The service had liaised with a local social services team to ensure that applications in relation to Deprivation of Liberties Safeguards (DoLS) authorisations had been made to the Court of Protection.

People's medicines were safely administered and recorded. Staff members had received training in medicines administration. Regular medicines audits had taken place.

People were supported to participate in a range of activities. In addition to regular attendance at day centres, activities included shopping, meals out, local clubs, drumming sessions and self-advocacy groups.

The service ensured that people’s religious and cultural needs were met. People were supported to attend local places of worship and eat cultural meals in accordance with their wishes and preferences.

We saw that staff members engaged with people in a caring manner. They chatted with people and supported them to make decisions using words and signs that they understood.

Checks of staff members’ suitability for the work they were undertaking had taken place prior to their employment. An on-going programme of training and supervision was provided to ensure that staff had the skills and knowledge to support people effectively.

Regular monitoring of the quality of the service had taken place. This included audits of records, health and safety and medicines. Feedback from people and family members had also been sought and immediate actions had been taken to address any issues or concerns.