Redmayne View

Updated 18 December 2018

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This announced comprehensive inspection took place on 9 November 2018 and was carried out by an inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.

The provider was given up to 24 hours' notice because it is a community based service and we wanted to be certain the registered manager and staff would be available on the day of our inspection. We also wanted to give them sufficient time to make arrangements with people so that we could visit them in their homes to find out their experience of the service.

Before the inspection, we requested that the provider complete a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. This was received from the provider.

We also reviewed information we held about the service including feedback sent to us from other stakeholders, for example the local authority and members of the public. Providers are required to notify the Care Quality Commission (CQC) about events and incidents that occur including unexpected deaths, injuries to people receiving care and safeguarding matters. We reviewed the notifications the provider had sent us.

We spoke with the registered manager, two team leaders, two care staff and a healthcare professional. With their permission, we met with nine people and two relatives. Following our visit, a further seven relatives contacted us to share their experiences of the service and the care their family member was receiving.

We reviewed the care records of three people to check they were receiving their care as planned. We looked at records relating to the management of the service, staff recruitment and training, and systems for monitoring the quality of the service.

Updated 18 December 2018

Redmayne View provides care and support to people living in an ‘extra care’ housing scheme. Extra care housing is purpose built or adapted single household accommodation in a shared site or building. 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 provided by the service. Not everyone living at Redmayne View received the regulated activity of personal care. On the day of our inspection 34 people were receiving this service.

Redmayne View is situated in Norwich in Norfolk. The service provides support to people who live in their accommodation, with their own tenancy agreements. The aim of the service is to provide high quality care and support at all times to enable people to remain living as independently as possible within their own homes.

At our last inspection we rated the service Good. At this inspection we found the evidence continued to support the rating of Good overall. Further developments to the key question of ‘Caring’ resulted in that key question being rated ‘Outstanding’. In line with our methodology the rating overall remains ‘Good’. There was no other 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.

People received outstanding care from staff who knew them exceptionally well. People had an enhanced sense of well-being and quality of life because staff actively encouraged and supported them to retain their independence for as long as possible.

People felt safe receiving the service from staff who delivered their care and support at the agreed times. Staff demonstrated good knowledge about people's care and support needs and people were supported to have maximum choice and control of their lives.

People received the support they needed with their medicines from staff who had received training and had their competency to administer medicines checked.

People received support from a consistent team of staff, many who had worked at the service for a number of years. People were provided with care and support according to their needs and any risks were identified and managed. People's care plans provided staff with the information they needed to support people and were personalised to reflect their preferences. Systems were in place to support people with their medicines where required. Staff understood the principles of mental capacity.

The service was run by an experienced and long serving registered manager who retained good oversight of the service to ensure that people were having their care needs met as per their care plans. People who used the service, relatives and staff told us the service was well led. Staff were aware of their roles and responsibilities and were well supported.

The service had a complaints procedure which was made available to people and their relatives. People were happy living at the home and had no complaints.

Further information is in the detailed findings below