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Inspection carried out on 12 December 2019

During a routine inspection

About the service

Courteney's Lodge is a sheltered housing with care scheme for older people, and people living with dementia. The service is registered with the Care Quality Commission (CQC) to provide the regulated activity Personal Care. At the time of the inspection 34 people were receiving Personal Care at the service.

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

People continued to receive care from staff that were appropriately recruited. The staffing arrangements ensured there were enough staff to meet people's personal care needs. Systems were in place to manage people's medicines.

People continued to receive care from staff that were effectively trained and supported to develop their skills and knowledge. People were supported to maintain health and nutrition according to their assessed needs.

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 relationships between people using the service, relatives and staff were positive. People were treated with dignity and respect. Consistent care and support was provided for people in line with their assessed needs and personal preferences.

Information was made available for people and their representatives on how to raise concerns or make a complaint. The provider had systems in place to handle and record complaints.

The service had an open culture. Systems were in place to provide managerial oversight to continuously monitor the quality of the service. Accidents and incidents were responded to following the providers procedures and used as learning opportunities to reduce the risk of repeat incidents. The registered manager ensured all serious incidents were reported to the relevant authorities and the Care Quality Commission (CQC).

The rating from the previous CQC inspection was displayed as legally required within the service and on the provider website.

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

Rating at last inspection

The last rating for this service was Good (report published 4 July 2017).

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.

Inspection carried out on 5 June 2017

During a routine inspection

Courteney’s Lodge is a sheltered housing with care scheme for people with dementia. The service is registered with the Care Quality Commission (CQC) to provider the regulated activity personal care. At the last inspection carried out on the 3 and 8 June 2015 the service was rated Good. At this inspection we found that the service remained Good.

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. A new manager had been appointed and was in the process of registering with the Care Quality Commission (CQC).

People continued to receive care from staff that were appropriately recruited. The staffing arrangements ensured there were enough staff to meet people’s personal care needs. Systems were in place to manage people’s medicines.

People continued to receive care from staff that were effectively trained and supported to develop their skills and knowledge. People were supported to maintain health and nutrition according to their assessed needs.

The relationships between people using the service, relatives and staff were positive. People were treated with dignity and respect. Consistent care and support was provided for people in line with their assessed needs and personal preferences. Information was made available for people and their representatives on how to raise concerns or make a complaint. The provider had systems in place to handle and record complaints.

The service had an open culture. Systems were in place to provide managerial oversight and continuously monitor the quality of the service.

Inspection carried out on 3 and 8 June 2015

During a routine inspection

Courteney’s Lodge is registered to provide support for older people who require personal care, and who may also be living with dementia, in their own homes. On the day of our visit, there were 28 people receiving care and support.

The inspection was announced and took place on 3 and 8 June 2015.

The service had a registered manager. 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 protected from abuse and told us they were treated well by staff. Staff had a good understanding of how to identify abuse, and knew how to respond appropriately to any concerns to keep people safe.

Risks to people’s safety had been assessed and were detailed clearly within people’s care plans. Staff used these to assist people to remain as independent as possible

There were sufficient staff members on duty, with the correct skill mix, to support people with their required care needs.

Staff had been recruited using a robust recruitment process.

Systems were in place to ensure that medicines were administered and handled safely.

There was an induction programme for new staff which prepared them for their role. Staff were also provided with a range of training to help them to carry out their roles effectively. They had regular supervision meetings with their manager and annual appraisals to support them to meet people’s needs.

There were policies and procedures in place in relation to the Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS) to ensure that people who could not make decisions for themselves were protected.

People’s nutritional needs had been assessed and they were supported to make choices about their food and drink

People were supported to attend health appointments when required and to see social care professionals as and when they needed. Prompt action was taken in response to illness or changes in people’s physical and mental health.

Staff treated people with kindness and compassion and cared for them according to their individual needs.

Staff had a good understanding of people’s needs and preferences and we received positive feedback from relatives about the service provided by staff.

People were supported to take part in meaningful activities and pursue hobbies and interests.

People knew how to make a complaint if they needed to, and were confident that the service would listen to them. The registered manager investigated and responded to people’s complaints in accordance with the provider’s complaints procedure.

The registered manager and senior staff consistently monitored and reviewed the quality of care people received and encouraged feedback from people and their representatives. This was used to identify, plan and make improvements to the service.