The inspection took place on 7 April 2016 and we contacted the service before we visited to announce the inspection.
Redmayne View is a ‘housing with care’ scheme. It provides support to older people who have their own tenancies. People receive care in their own flats by staff employed by the provider Norse. Some people were living with dementia or long term conditions.
There was a registered manager. A registered manager is a person who has registered with the CQC 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 supported by staff who were knowledgeable in their roles and demonstrated the skills required. They had been safely recruited and well-trained. They told us they felt supported and happy in their roles. Staff showed passion and enthusiasm for the people they cared for and the service they provided.
Staff demonstrated they understood how to safeguard people from harm and protect people from the risk of abuse. The service had procedures in place to report any safeguarding concerns they may have and staff understood these. Staff had knowledge of other agencies they could go to report incidents of suspected abuse. People and staff were protected from harm as the service had identified and assessed any risks to them and reviewed these on a regular basis. Risk assessments were individual to the person and their environment.
Medicines were administered in a consistently safe manner. Medicines administration records were clear and accurate and contained relevant information. Staff understood safe procedures for administering medicines.
Staff received training; regular support and encouragement to further improve their skills and knowledge. Staff were undertaking qualifications and were given regular opportunities to discuss their performance with the management team. The competencies of staff were regularly assessed and recorded to ensure an appropriate standard of care was delivered.
People benefited from staff who felt valued by the service and were happy in their work. They felt listened to and involved in the development of the service. They had confidence in the management team.
People were treated in a respectful, compassionate and caring manner. They told us they felt in control of their lives. Staff demonstrated that they understood the importance of promoting people’s dignity, privacy and independence. They gave examples of a caring and empathetic approach to the people they supported.
Staff had received training in the Mental Capacity Act 2005 and demonstrated they understood the importance of gaining people’s consent before assisting them.
Care and support was delivered in a person-centred way as the service had completed thorough assessments of people’s needs. People received individualised care as their care plans had been developed in collaboration with them. The service regularly reviewed people’s needs and made changes as required.
Staff assisted people, where necessary, to access healthcare services. Staff had a good understanding of people’s healthcare needs and demonstrated they had the knowledge to manage emergency situations should they arise.
Where required, staff supported people to maintain their interests and avoid social isolation. The service arranged events for people who used the service and responded positively to their social needs. The service was making links with the community and had worked jointly with other professionals to maintain people’s well-being.
The management team demonstrated an inclusive approach to the management of the service and people had confidence in them. They were supportive, accessible and actively encouraged people to comment on the service they provided.
Complaints were taken seriously and responded to in good time. Although people had not felt the need to complain they would feel comfortable in doing this. Effective systems were in place to monitor the quality of the service.