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Inspection carried out on 20 November 2019

During a routine inspection

About the service

OSJCT Moorside is a domiciliary care agency providing personal care to people living in purpose-built extra care housing in two locations, one called Moorside Place and the other called Erdington House. 28 people in total across both sites were receiving personal care. Other people received services to support daily living such as cooking, cleaning and shopping. We only inspected the agency in respect of the personal care delivered. People using the service lived in blocks of apartments which were one and two bedded. Moorside Place had 54 apartments and Erdington House had 56 apartments. Different housing providers ran the two sites, which were about 5 miles apart. Each location had communal areas including communal lounge areas, a café/restaurant, a hairdressers and assisted bathrooms. There were also communal outdoor areas at each site. People in the local community were also able to use the communal lounges, café and hairdressers.

Not everyone using the service from OSJCT receives personal care, as some people only required assistance with activities such as cleaning and shopping. CQC only inspects where people receive 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

People and their relatives complimented highly the care and support people received from care staff. They said staff were always attentive to their needs and were very mindful of their privacy and dignity. They said this had a very positive impact on their happiness and well-being. They said care staff were not rushed and always had enough time to support people well and at their own pace. People and staff described how they were able to provide care at times to suit the person, even if this was not at the planned time. For example, staff would go back to a person if they were not ready to get up for the day.

Staff went ‘the extra mile’ to ensure people received the care they needed, Staff made sure this not only met the person’s physical needs but also helped them live full and independent lives. People were encouraged by staff to stay independent and be involved in the community as much as possible. This included supporting people to attend activities run within the communal areas at each location, which OSJCT staff helped to run. Activities including hobbies, crafts and a dementia café run by a trained nurse funded by the provider.

Staff were very caring and responded to people’s needs at the end of their lives, going above and beyond by showing respect and kindness during people’s last days as well as when they died. Families commented extremely positively and commended the care their loved ones had received from staff. They described how staff had showed a lot of empathy, giving up their own time to support people and their families. Compliments described how the family had been well supported at these times and were also encouraged to remain in touch. Where a person had no known family, staff had ensured they attended the funeral and celebration of peoples’ lives afterwards.

People were encouraged to have maximum choice and control of their lives. Staff supported people in the least restrictive way possible and in their best interests. The policies and systems in the service supported support this practice. Staff had been trained and understood how to work within the requirements of the Mental Capacity Act (2005) and other legislation. Staff understood how each person communicated either verbally or by other means. Staff were able to respond appropriately to people using language they understood.

People were kept safe by staff who understood how to ensure they were not abused. Staff worked with the housing provider to respond to people when their needs changed. There was an alarm system which enabled people to call for staff whether they were in thei

Inspection carried out on 28 March 2017

During a routine inspection

An unannounced inspection took place on the 28 March 2017.

Moorside Place is an Extra Care Housing Scheme run by The Order of St John Care Trust (OSJCT). Extra Care Housing consists of a property containing self-contained flats. The property is designed to enable and facilitate the delivery of personal care and support to people, now or when they need it in the future. OSJCT Moorside Place had also taken on providing personal care to people at another Extra Care Housing Scheme, Erdington House from April 2016. This was managed by a full time team leader based at Erdington House and a care staff team. On the day of the inspection 31 people were being supported across the two schemes.

There was a registered manager with the Care Quality Commission (CQC). A registered manager is a person who has registered with the CQC 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 and associated Regulations about how the service is run.

People had appropriate risk assessments in place to ensure their safety during delivery of care. Staff understood their responsibilities to identify and report concerns relating to abuse of vulnerable people. The provider had policies and procedures in place to ensure outside agencies were notified of concerns. Staff were trained in the management of medicines and people received their medicines as prescribed.

Safe recruitment procedures were followed and staff had the relevant checks from the Disclosure and Barring Service.

Staff had received, or had planned, supervision and appraisal. Staff had received refresher training and direct observations to ensure that they remained skilled and competent.

Staff understood the Mental Capacity Act 2005 (MCA) and how it related to their support of people. People were involved in decisions about their care.

People felt cared for by staff and said that they were treated with dignity, respect and kindness.

People had care plans in place that contained relevant information on their support needs. People were encouraged to take part in activities both in the service and in the community. People were aware of how to raise concerns and were confident these would be managed effectively.

Meetings with people who used the service had been set up to seek their opinion and to keep them informed of any proposed changes.

The policies and procedures to support staff in their work had been updated and were accessible for on-going guidance.