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Inspection carried out on 30 April 2019

During a routine inspection

About the service:

Chillcott Gardens is a supported living scheme for people over the age of 55 with a housing need. They are registered to provide personal care for older people some of who are living with a physical disability, sensory impairment or dementia in their own flats.

Not everyone using Chillcott Gardens received a regulated activity. CQC only inspects the service received by people provided with 'personal care': for example, help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

At the time of our inspection 54 people were receiving the regulated activity of personal care.

People’s experience of using this service:

People received safe support with their medicines by competent staff members. The provider had systems in place to respond to any medicine errors should they occur. The provider completed regular checks to ensure people received the right medicine at the right time.

The provider had assessed risks to people associated with their care and support. Staff members were knowledgeable about these risks and knew what to do to minimise the potential of harm to people. Staff members were aware of the necessary action they should take in the event of an emergency.

People received safe care and support as the staff team had been trained to recognise potential signs of abuse and understood what to do to safely support people. Staff members followed effective infection prevention and control procedures when supporting people in their own homes. Staff members had access to and used appropriate personal protection equipment.

The provider supported staff in providing effective care for people through person-centred care planning, training and one-to-one supervision. Staff members were knowledgeable about the relevant legislations that informed their practice and supported the rights of those receiving services from Chillcott Gardens. People were supported to have choice and control over their lives and staff supported them in the least restrictive way possible; the policies and systems supported this practice.

People were supported to refer themselves for additional healthcare services when required. When appropriate people were supported to maintain a healthy diet by a staff team which knew their individual preferences.

People received help and support from a kind and compassionate staff team with whom they had positive relationships. People were supported by staff members who were aware of their individual protected characteristics like age, gender and disability. People were supported to retain their independence whilst living in their own homes.

People were provided with information in a way they could understand. The provider had systems in place to encourage and respond to any complaints or compliments from people or those close to them.

The provider, and management team, had good links with the local communities within which people lived. The provider had systems in place to ensure the Care Quality Commission was notified of significant events in a timely manner and in accordance with their registration.

More information in Detailed Findings below.

Rating at last inspection:

At the last inspection Chillcott Gardens was rated ‘Good’ (Published 31 October 2016).

Why we inspected:

This was a planned inspection based on the rating at the last inspection, ‘Good.’

Follow up:

We will continue to monitor all intelligence received about the service to ensure the next planned inspection is scheduled accordingly.

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

Inspection carried out on 22 September 2016

During a routine inspection

This inspection took place on 22 September 2016 and was announced. Chillcott Gardens provides personal care for older people and people living with a physical disability or sensory impairment in their own homes. At the time of the inspection 52 people were receiving a regulated activity. At the last inspection in April 2014 we found the provider was meeting all of the requirements of the regulations we reviewed.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (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 2008 and associated Regulations about how the service is run.

People told us they felt safe. Staff knew how to identify potential signs of abuse and were aware of how to report any concerns to people’s safety. Risks had been assessed, managed and reviewed in order to protect people from avoidable harm. People received support from a consistent group of staff who knew them well. The provider had recruitment systems in place to ensure only suitable staff were employed to work with people. People received their medicines as prescribed with support from trained staff.

People told us staff had the skills and knowledge required to support them. Staff felt supported by the registered manager and provider and received training relevant to their role. People were asked for their consent before care and support was provided and, where appropriate, decisions were made in people’s best interests. People were happy with the food and drink provided. People were supported to access healthcare professionals when required.

People told us the staff who supported them were kind sensitive to their needs. Staff regularly supported people with things that were above and beyond their expected duties. Staff understood people’s needs, preferences and communication styles. People were supported to make their own decisions in a way that promoted their independence and maintained their privacy.

People were involved in the planning, assessment and review of their care. People were supported to follow their interests by staff who encouraged them to share their experiences and hobbies. People knew who to contact if they were unhappy about any aspect of their care. The provider had systems in place to ensure complaints were managed appropriately.

People and staff were complimentary about the management and leadership of the service. Staff felt supported by the registered manager and provider and were able to share their views and concerns. There were systems in place to monitor the quality of the service provided and people had been asked to give feedback about the service they received.

Inspection carried out on 01/04/2014

During a routine inspection

Chillcott Gardens provided domiciliary support for up to 62 people who lived in privately leased flats. On the day of our inspection 59 people were living within the service and 51 people were receiving support. There were shared communal areas including a restaurant, library, shop, hairdressers and seated areas. The property was owned and managed by Anchor and people had an individual tenancy agreement. The building and accommodation are not regulated by the Care Quality Commission; our inspection focused on how people’s personal care was provided.

People using the service were safe because staff had received training on how to recognise signs of abuse and possible harm and knew what to do if they had any concerns. There was information to tell people using the service who they could contact if they wanted to raise issues in confidence or they could speak with staff. People could use an advocate to help them make important decisions or raise concerns. We saw where concerns had been raised; these had been addressed by the provider. This meant people could be confident they could speak about issues and these would be dealt with.

People using the service were encouraged to retain their independence and decide how to spend their time. People agreed to the level of support they wanted and how they wanted to be assisted. Where people’s needs changed, the provider responded and reviewed the care provided to ensure people were safe. This meant the people received care to meet their needs.

The staffing was managed flexibly to ensure people living in Chillcott Gardens received their agreed care. Where people had healthcare appointments or personal commitments people could request the support was changed. This meant the provider was responsive to individual circumstances and support required.

People were generally happy with the care and support they received. People had information about what they could expect from the service and were central to the development of their support plan. People met with senior staff to review their plan and could decide whether the agreed care still met their needs. The staff provided support where requested and were available in case of any emergency. This meant people received the support they wanted.

The staff were respectful and provided dignified discreet care. The staff were knowledgeable about people’s care and people confirmed it was carried out in the way they had requested. They had confidence that the staff had the skills necessary to meet their needs and were caring and compassionate. Staff received specific training to meet the needs of people using the service which meant people received safe care.

Systems were in place to ensure the service was monitored and the provider sought to make improvements where needed. People using the service were consulted about the management of the service and could influence the service delivery. There were daily staff meetings and to ensure staff knew about any changes and developments. This meant the provider was able to respond to any changes promptly.

The service had a registered manager in post who had worked as a manger there for four years. Prior to being recruited to this position, they had worked in the organisation providing support to people using the service, in a senior role. There were clear management structures offering support and leadership. This meant the home had a positive, empowering culture. Records showed that CQC had been notified, as required by law, of all the incidents in the home that could affect the health, safety and welfare of people.

Inspection carried out on 10 December 2013

During a routine inspection

People shared their experience of the care and support they received. Comments included, "The staff are all very caring and help me to live my life with dignity�.

People considered the staff met their current needs. They said, "We know who is coming and we feel safe with them in our home". People considered staff were well trained to do their job. People considered the service was responsive to their changing needs.

People told us they were regularly asked if their service was satisfactory. People knew how to complain and considered the level of communication with the office staff was good. This meant that the service was effective and well led.

Inspection carried out on 20 September 2012

During a routine inspection

People told us that they were happy with the service from Chillcott Gardens. People told us that they were enabled to remain living at home and in their local community. The level of support people required varied and the staff accommodated this. People commented that they were consulted about how they liked tasks to be done. People told us that staff respected their privacy and dignity.

Staff met people�s care and support needs in ways that they preferred and we saw that detailed records gave staff the information that they required to do this. Plans were in place to support people to enjoy their lives and staff were aware of risks, people's rights and their responsibilities.

People were protected because staff were confident about how to recognise and report abuse.

People said they were supported by a knowledgeable and well trained staff team who knew their care and support needs. They told us that staff dealt with them in an open and friendly way. People told us that staff always attended to them promptly and calls were never missed. People said that the staff were competent and always acted professionally.

People who used the service spoke of being involved in how it was run. They said they could attend meetings and staff spoke to them about their care. People explained staff continued to help them access community events where possible. They considered this important as many residents had lived in the surrounding area.

Inspection carried out on 5 December 2011

During an inspection looking at part of the service

We carried out this review to check on the care and welfare of people who used this service.

People received a service that was tailored to their individual needs, was flexible and reliable. People spoke highly of the staff and management team and the help they received that allowed them to remain in their own homes and retain their independence.

People who used the service had designated key workers to ensure they received a consistent service. People told us the agency did the following well:

�I am happy with the service, staff respect me and I respect them. They are very good to me�.

�I'm definitely happy with the service, the staff are very friendly and I get all the support I need to maintain my independence�.

�My life has improved greatly, my well being has improved, and my life has completely changed�.