This inspection took place on the 8 February 2018 and was announced. This service was registered in February 2017 and this was the service first inspection.

This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built accommodation in a shared site or building. The accommodation is bought 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.

This service is situated in Lysander House and provides care and support to people living in 55 flats. The flats are purpose-built in a shared building. The accommodation is bought, and is the occupant’s own home. At the time of our inspection, five people were being offered personal care. People living at the service were required to be aged 70 years and older.

People lived in their own flats and were referred to as ‘Home owners’ by the provider. There was a large well equipped communal lounge. A communal restaurant provided a lunch time service with a large dining area and smaller quiet dining room area that could be used for special events by people and their family members. There were hairdressing, library, therapy and hobbies rooms, and a communal garden for people’s use.

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 highlighting meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People and relatives spoke highly about the care and support they received from the registered manager and staff. They described they felt safe as the registered manager and staff responded well to their concerns.

The registered manager reported safeguarding adult concerns appropriately and care staff could tell us how they would recognise possible signs of abuse. People had risk assessments with measures in place to mitigate the risk of harm.

The provider had safe recruitment processes and the registered manager ensured there was enough staff to meet people’s care and support needs.

Staff were well trained and confirmed they felt well supported both informally and through supervision sessions. The management team attended training to increase their knowledge and keep abreast of changes in legislation.

The registered manager assessed people prior to offering personal care. People had person centred plans and staff supported people in the way they wished to be cared for.

Staff supported people to access the appropriate health care and they ensured people they cared for were eating and drinking enough. Staff had received medicines administration training and followed the provider’s medicine policy and procedures.

The registered manager understood their responsibility under the Mental Capacity Act 2005. Staff were able to tell us how they asked people’s permission and gave people choice.

People told us they knew how to complain and said they would feel confident making a complaint to the registered manager.

The provider was supportive of the management team and registered manager. They asked for people’s feedback on a regular basis.

There were good governance systems in place to monitor and quality assure the service provided.

The registered manager and provider worked in partnership to ensure people received a good service from health professionals. They were working with other organisations to continue to develop sustainable and effective housing provisions for people living with dementia.