The inspection took place on 22 June 2016. We gave the registered manager 48 hours’ notice of our intention to undertake an inspection. This was because the organisation provides a domiciliary care service to people in their own homes and we needed to be sure that someone would be available at the office.Housing & Care 21 Bluebell Garden Extra Care provides personal care and support to older people who occupy or own their own flats located within the premises at Bluebell Garden. There are 68 flats in total and at the time of our visit 38 people were receiving support with personal care.
At the last inspection of the service on 21 May 2014 we found the service was meeting the regulations.
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 meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People told us their visits were provided on time and there were sufficient staff available to provide all planned care visits.
People looked comfortable and relaxed at Bluebell Gardens. We saw people enjoyed the company of their staff who they approached for support and conversation without hesitation.
People enjoyed spending time in the service’s communal lounge chatting to staff and other people.
People we spoke with told us they felt safe and well looked after at Bluebell Gardens
People's comments included, "I feel safe with staff". They look after me very well",
People had pendants (a wireless life line system) available throughout the service to enable them to summon help from staff when required. Everyone told us staff responded promptly to their request for support and one person said “They come right away as soon as I press my pendant”.
Training records showed staff had received all the necessary training which had been updated regularly. In addition staff told us they were well supported, and records showed regular supervision and spot checks on staff performance had been completed.
The service's systems for the induction of new members of staff were effective and fully complied with the requirements of the Care Certificate. Recently recruited staff told us they had felt well supported during their induction training and commented that they had gained confidence before supporting people independently. The registered manager asked for feedback on my initial performance from people.
People received care and support from staff who they knew well and who understood their care and support needs. Staff respected people's privacy and supported their independence. Everyone was able to lock their own front doors and staff always knocked and waited for a response before entering people's rooms. Each person's care plan included an access agreement which set out the circumstances in which people were happy for staff to enter their rooms, if they failed to respond when staff knocked on their door.
People's care plans were detailed, personalised and provided staff with sufficient information to enable them to meet people's care needs. All of the care plans we reviewed were up to date and accurately reflected people's individual needs and wishes.
People's feedback was valued by the registered manager. Surveys were used to monitor the service's performance and residents meetings were held regularly. The minutes of these meetings showed people's suggestions and concerns had been acted upon and resolved. The complaints received had been resolved to the complainant's satisfaction. People told us, "I've got nothing to complain whatsoever" and. “I am very happy”.
People told us they were regularly asked by the manager for feedback on the performance of new members of staff.