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Phoenix House Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 10 October 2019

About the service: Phoenix House is service that provides accommodation and personal care for up to 11 people. At the time of our inspection, 11 adults were living in the home, some of whom may have a learning disability.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

There was a registered manager at the time of the inspection.

People’s experience of using this service:

The registered manager did not have a clear overview of the service to ensure the service was running safely and effectively.

People's known risks were not always consistently managed. People's medicines were not always managed safely. Staff had a good understanding of how they protected people from harm and recognised different types of abuse and how to report it. There were enough staff on shifts to keep people safe and meet their needs. Safe practice was carried out to reduce the risk of infection.

People’s care was assessed and reviewed with relatives, advocates and healthcare professionals. People were supported to have a healthy balanced diet and had food they enjoyed. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice.

Staff treated people as individuals and respected the choices they made. People’s care was delivered in line with their preferences. The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on their individual preferences. People told us they did things they enjoyed. People had access to information about how to raise a complaint.

Rating at last inspection: At the last inspection in December 2018 the service was rated Requires Improvement. (Report published 16 January 2019)

Why we inspected: This was a planned inspection based on the previous rating.

Enforcement: We have identified a continued breach in relation to governance and leadership at this inspection.

Please see the action we have told the provider to take at the end of this report.

Follow up: We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

For more details, please see the full report which is on the CQC website at

Inspection areas


Requires improvement

Updated 10 October 2019

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 10 October 2019

The service was not always effective.

Details are in our effective findings below.



Updated 10 October 2019

The service was caring.

Details are in our caring findings below.



Updated 10 October 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 10 October 2019

The service was not always well-led.

Details are in our well-led findings below.