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Inspection carried out on 13 March 2020

During a routine inspection

About the service

YourLife (Kendal) provides personal care to adults living in their own homes in Kendal, Cumbria. Not everyone who used the service received personal care. CQC only inspects where people receive a regulated activity. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of our inspection four people were receiving personal care.

The service was only supporting people who lived in Wainwright Court, a purpose built retirement complex in a residential area of Kendal. Staff were based and managed from within the retirement complex. People lived in their own apartments in the complex and could purchase personal care from the on-site service if they wished.

The retirement complex also had communal areas including a lounge, restaurant and garden.

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

People were protected from abuse and avoidable harm. There were enough staff to support people. The staff supported people to take their medicines, as they needed. The staff followed robust procedures to protect themselves and people they cared for from the risk of infection. The provider had systems in place to ensure lessons were learnt from any incidents to further improve the safety of the service.

The registered manager assessed people’s needs and people received the support they required. The staff were trained and skilled to provide people’s care. People made decisions about their care and their rights were protected. 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. There was no one who needed support from staff with eating or drinking or to arrange or attend routine medical appointments.

The staff treated people in a kind and caring way. They treated people as individuals and respected their rights and choices. The staff and registered manager asked people for their views about their care and respected the decisions they made. The staff were very respectful towards people and promoted their privacy, dignity and independence.

People’s care was planned and delivered to meet their needs. The service was responsive to people’s needs and wishes. The registered provider had an effective procedure for receiving and responding to complaints about the service. The staff worked with local and specialist health care services to care for people and to support them to stay in their homes, where possible, as they reached the end of their lives.

People received high-quality, person-centred care that met their needs. The registered manager and provider assessed the quality and safety of the service. They asked the views of people who used the service and staff to identify how the service could be improved. The staff worked with other appropriate services to ensure people consistently received care that met their needs.

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 (published 28 September 2017).

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.

Inspection carried out on 26 July 2017

During a routine inspection

We carried out this announced inspection between 26 and 28 July 2017.

The service was registered in August 2015. This was our first inspection of the service since it was registered.

YourLife (Kendal) provides personal care to adults living in Kendal, Cumbria. At the time of our inspection the service was only supporting people who lived in Wainwright Court, a purpose built retirement complex in a residential area of Kendal. Staff are based and managed from within the retirement complex. People live in their own apartments in the complex and can purchase personal care from the on-site service if they wish. At the time of the inspection three people received personal care from the service.

The retirement complex also has communal areas including a lounge, restaurant and garden.

There was a registered manager employed to run 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.

The registered manager for the personal care service was also responsible for managing the retirement complex. The personal care provided by the service is regulated by the Care Quality Commission, (CQC), the accommodation and other services are not.

There were enough staff to provide the support people required. People who used the service liked the staff who visited their homes. The staff treated people in a kind and caring way.

People were protected from abuse and avoidable harm. Risks to people’s safety had been identified and managed.

The staff had received appropriate training to ensure they had the skills to provide people’s support. When people had more complex needs, or required equipment to be used to support them, the staff received training to ensure they could provide individuals’ support safely.

Care was planned and provided to meet people’s needs. People agreed to the care they received and their rights were respected. People were supported to have maximum choice and control of their lives and the staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

The model of care focused on supporting people to maintain their independence. At the time of our inspection there was no one who routinely required assistance to access health care services, enjoy their meals or to take their medicines.

The service was responsive to people’s needs and wishes. People could request changes to the support they received and the registered manager responded to their requests promptly.

The registered manager used formal and informal methods to gather people’s views about the service provided. She carried out checks on the service to ensure people received a good quality of care.

The registered manager was supported by a team of duty managers. People knew the members of the management team and were confident approaching them as they required. There were appropriate arrangements in place to ensure the effective management of the service.

The registered provider had a procedure for receiving and responding to complaints about the service. At the time of our inspection no complaints had been received about the care provided.