The inspection took place on 2 October 2018 and was unannounced.

Yourlife Basingstoke provides home care services to people who live in one of the leasehold apartments located in the grounds of Lady Susan Court in Basingstoke; if people wish to purchase a personal care service from the provider. People can also arrange personal care with external providers if preferred. At the time of our inspection 13 people were receiving personal care provided by the service.

At this inspection we found the evidence continued to support the overall rating of good and there was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

The service 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 2008 and associated Regulations about how the service is run.

People were safeguarded from the risk of abuse. Potential risks to people had been identified, assessed and managed so they could stay safe whilst maintaining their freedom. There were sufficient staff to provide people with their care safely. People received their medicines as required, from trained and competent staff. Staff ensured people were protected from the risk of acquiring an infection during the provision of their personal care. Processes were in place to ensure any incidents were reflected upon and relevant changes made for people’s future safety.

People were cared for by staff who had received appropriate training, support and supervision in their role. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. People were supported to eat and drink sufficiently for their needs. Staff supported people to see a range of healthcare professionals in order to maintain good health and wellbeing.

People consistently reported they were treated in a caring and kind manner by staff. People were supported by staff to express their views and to be involved in decisions about their care. Staff ensured people’s privacy and dignity were upheld and independence promoted during the provision of their personal care.

People received personalised care which was responsive to their needs. People’s concerns and complaints were encouraged, listened to and relevant action taken. People’s views about their end of life care had been sought and staff had undertaken relevant training.

The provider had effective governance processes in place. People, their families, staff and professionals were encouraged to be actively involved in the development and continuous improvement of the home. The provider had robust quality assurance systems which operated across all levels of the service. Staff had worked effectively in partnership with other agencies such as community nurses, occupational therapists, opticians, GPs, and pharmacies to promote positive outcomes for people.

This inspection was announced and took place on the 11 and 12 January 2016.

Your Life Basingstoke is an extra care housing service situated within a purpose built residential block of apartments within walking distance of Basingstoke town centre. An extra care housing service is where people are provided with personalised care and support in their own home situated within a residential block of apartments. This block of apartments is called Lady Susan Court. People who received this care service include those living with dementia, people with medical conditions including diabetes and those living with sight and hearing impairments. At the time of the inspection the service was providing personal care to 11 people. Care was being provided by care and support workers who will be referred to as care workers throughout this report.

Your Life Basingstoke has 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 using the service told us they felt safe. Care workers understood and followed guidance to enable them to recognise and address any safeguarding concerns about people.

People’s safety was promoted because risks that may cause them harm in their own home had been identified and managed. Appropriate risk assessments were in place to keep people safe.

Recruitment procedures were completed to ensure people were protected from the employment of unsuitable care workers. New care worker induction training was followed by a period of time working with experienced colleagues and the registered manager. This ensured care workers had the skills and confidence required to support people safely. There were sufficient care workers employed to ensure that people’s individual needs were met.

Contingency plans were in place, known by care workers and evidenced in their practise to ensure the safe delivery of care in the event of adverse situations such as larger scale care worker sickness or in the event of a fire. Fire drills were documented and understood by care workers to ensure people were kept safe. The registered manager and other managerial staff were also trained care workers who were able to be deployed to deliver care if care workers were ill and unable to work.

People were protected from unsafe administration of their medicines because care workers were trained effectively. Care workers had completed mandatory training to ensure people’s medicines were being prompted correctly. Risk assessments were in place to inform people of the safe storage, disposal and obtaining of medicines which were stored in peoples own homes. Care worker skills in medicines administration were reviewed on a regular basis by the registered manager to ensure they were competent to continue.

People were supported by care workers to make their own decisions. Care workers were knowledgeable about the requirements of the Mental Capacity Act (MCA 2005). The registered manager identified they would work with people, relatives and health care professionals when required to assess people’s capacity to make specific decisions for themselves. Care workers sought people’s consent before delivering care and support.

Where required people were supported to eat and drink enough to maintain a balanced diet. People were encouraged to participate in the lunchtime meal that was provided by the restaurant situated on the ground floor. People told us they were able to choose their meals and enjoyed what was provided.

People’s health needs were met to maintain their safety and welfare. Care workers and registered manager promptly engaged with other healthcare agencies and professionals to ensure people’s identified health care needs were met.

Care workers demonstrated they knew and understood the needs of the people they were supporting. People told us they were happy with the care provided. The registered manager and care workers were able to identify and discuss the importance of maintaining people’s respect and privacy at all times. People were encouraged and supported by care workers to make choices about their care including how and what care they required.

People had care plans which were personalised to their needs and wishes. They contained detailed information to assist care workers to provide care in a manner that respected each person’s individual requirements and promoted treating people with dignity. Relatives told us and records showed that they were encouraged to be involved at the care planning stage, during regular reviews and when their family members’ health needs changed.

People knew how to complain and told us they would do so if required. Procedures were in place for the registered manager to monitor, investigate and respond to complaints in an effective way although no formal complaints had been received since the service began delivering care. People, relatives and care workers were encouraged to provide feedback on the quality of the service during regular care plan reviews, care worker spot checks, quality assurance questionnaires and welfare visits by the registered manager.

The provider’s values which included the right for people to experience privacy, dignity and security in their lives and care delivery were communicated to people and care workers. Care workers understood these and people told us these standards were evidenced in the way that care was delivered.

The registered manager, other managerial staff and care workers promoted a culture which focused on providing individual person centred care. People were encouraged to raise concerns with care workers, the registered manager and the provider.

The registered manager provided positive leadership which instilled confidence in support workers and people using the service. The registered manager had informed the CQC of notifiable incidents which occurred at the service allowing the CQC to monitor that appropriate action was taken to keep people safe.

People and relatives told us the service had a confident registered manager and care workers told us they felt supported by the registered manager.

The provider carried out regular quality monitoring to assess the quality of the service being provided.