Archived: ExtraCare Charitable Trust School Court

The service provides care and domiciliary support for older people and people with a learning disability who live in their own apartment within the Extracare complex. There are 41 apartments and the provider carried out personal care support visits to 24 people. Some people who live in the service did not receive any service and were independent.

There was a registered manager in the service. 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 felt safe with staff members who understood how to recognise and protect people from abuse. Where staff suspected any abuse, they knew how to act to ensure people were protected from further harm. Checks were carried out prior to staff starting work, to ensure their suitability to work with people who used the service.

Positive and caring relationships had been developed between staff and people who used the service. People were treated with care and kindness and staff were friendly and respectful. People benefitted from having support from staff who had a good understanding of their individual needs. People were supported to keep healthy and well and were able to promptly access healthcare services when this was needed. People were supported to take their prescribed medicines at the right time.

People had capacity to make decisions about their own care and their consent was sought before staff provided any care and support. Staff provided personalised care that people had requested and knew people well. Their support plans reflected their specific needs and preferences for how they wished to be cared for and supported them to retain as much control and independence over their lives as they wanted. These were reviewed regularly with them by staff who checked for any changes to people’s needs. People knew how to make a complaint if they needed to. People and staff were confident they could raise any concerns or issues and they would be listened to.

People were looked after in a way which was kind, caring and respectful and staff knew people well. Their priorities were clearly focussed on ensuring that people's care and support needs were met and they had a good understanding and awareness of how to do this. Staff respected people’s right to privacy and dignity. They knew how to provide care and support in a dignified way and which maintained people’s privacy at all times. There were sufficient numbers of staff to ensure visits were made when they should be and to meet people’s care needs.

There were processes to monitor the quality of the service provided and understand the experiences of people who used the service. People who used the service and staff felt involved and able to make suggestions to support the development of on-going improvements.

People told us their needs were being met and their care was delivered in the way they preferred. One person told us: "I wouldn't want to be anywhere else. It takes some beating this!'

We found people who used the service were supported to manage their medication safely because staff were given clear instructions, support and guidance.

People told us that care and support was provided by skilled staff who knew them well. There were effective processes in place to ensure staff were suitably trained and supported.

We found that the provider had an effective system to regularly assess and monitor the quality of service that people received.

During our visit we spoke with five people who lived at, or were visiting School Court, four staff members and the manager.

People we spoke with told us that they were happy about the care they received. People said, "Its the best thing I have ever done moving here, everyone is so friendly", another person said " Its wonderful here all the staff are excellent". We found that people received the care they wanted and needed.

The service had appropriate systems in place to ensure that staff understood their responsibilities in safeguarding (protecting vulnerable adults) and would report any concerns appropriately when needed. People told us that they felt safe with staff and were confident that if they had any concerns they would be acted upon.

People told us that staff were always respectful and polite.The service had appropriate arrangements in place to ensure that there were sufficient and appropriate skilled and trained staff available to provide support to people at School Court.

Systems were in place for auditing and monitoring the quality of the service provided to ensure that people received appropriate and safe care.