Phoenix House

Updated 2 December 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

This inspection was completed by one inspector and one 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 inspector visited the service and the Expert by Experience gathered feedback by telephone of people who used the service or their relatives.

Service and service type

This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 24 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 14 September and ended on 21 September. We visited the service on 15 September.

What we did before the inspection

We reviewed the information we had received about the service since registering with us in June 2022. We sought feedback from the local authority who work with the service. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers send us to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with two people who used the service and one relatives about their experience of the care provided. We spoke with five members of staff including the registered manager and care staff. We reviewed a range of records, including three people’s care records. We looked at three staff files in relation to recruitment and staff support and a range of records relating to how the service operated and was managed.

Updated 2 December 2022

About the service

Phoenix House is an Extra Care housing scheme compromising of 49 self-contained flats which can be rented by older people. The service can support people with personal care which is provided by a team of care staff through pre-arranged calls. At the time of our inspection nine people were receiving personal care. CQC only inspects the service being received by people provided with personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People’s experience of using this service and what we found

The provider had systems in place to safeguard people from the risk of abuse. Staff received training in safeguarding and knew what action to take if they suspected abuse. Staff were recruited safely, and pre-employment checks were carried out. Staff had access to appropriate PPE and the provider was mindful about infection control. Accidents and incidents were recorded, action taken to mitigate future incidents, and risks associated with people's care were identified and managed safely.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. The provider ensured staff received appropriate training. Staff worked alongside other professionals to ensure people received timely and appropriate care and support.

People and their relatives told us staff were kind and caring and supported them or their family member in a person-centred way. Care plans offered staff guidance about how to support people. Staff knew people well and assisted people to maintain their independence. People felt able to raise concerns if they needed to and were confident the provider would take appropriate actions to address them.

The registered manager completed regular checks to monitor the quality of the service. This process helped identify issues and action plans were used to ensure issues were addressed in a timely way. People we spoke with felt involved in the service and relatives felt they were communicated with well.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 22 June 2022 and this is the first inspection.

The last rating for the service under the previous provider was Good (published on 06 May 2017).

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.