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Inspection carried out on 3 February 2020

During a routine inspection

About the service

Margery Girling House is a domiciliary care service providing personal care in a sheltered housing complex. Not everyone who used the service received personal care. 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. At the time of our inspection there were 34 people living in the complex and 31 of these people received personal care support. Some of these people were living with dementia.

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

People received a service which had systems to reduce the risks of avoidable harm and abuse. There were enough staff to provide people with the care they required. Recruitment of staff was done safely. People received their medicines safely and in lines with their needs and the service’s procedures. People were safeguarded by the service’s infection control procedures.

Staff received the training they needed to meet people’s needs effectively. Where people required support with their health and dietary needs, this was assessed and provided. 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.

People were supported by staff who were caring and respectful. People’s rights to independence, dignity and privacy were promoted and respected.

People’s needs were assessed, planned for and met. People’s decisions about their care were valued and respected, this included their end of life decisions, where appropriate. There was a complaints procedure and people’s concerns and complaints were responded to and addressed.

There were systems to assess and monitor the service provided. Any shortfalls were identified and addressed to provide people with good quality care at all times.

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

Rating at last inspection

The last rating for this service was good (published 15 August 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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 21 July 2017

During a routine inspection

Margery Girling House provides personal care and support to people living in their own flats in a sheltered housing complex. On the day of our inspection on 21 July 2017 there were 37 people using the personal care service.

There was a registered manager in post. 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.

There were systems in place designed to reduce the risks of people being abused, this included providing care workers with training and guidance. Care workers understood their roles and responsibilities in keeping people safe. There were procedures and processes in place to keep people safe. These included risk assessments which identified how the risks to people were minimised. Where people required assistance to take their medicines there were arrangements in place to provide this support safely.

Care workers were available when people needed assistance. People were supported by care workers who were trained and supported to meet their needs. The service was working within the principles of the Mental Capacity Act 2015. Where people required assistance with their dietary needs, there were systems in place to provide this support. People were supported to access health care professionals to maintain good health.

Care workers had good relationships with people who used the service. People were treated with respect and their privacy, dignity and independence was promoted and respected. People were involved in making decisions about their care and support.

People received care and support which was planned and delivered to meet their specific needs. Where people were at risk of being lonely or isolated there were opportunities to access social activities. A complaints procedure was in place and people’s concerns and complaints were listened to and addressed.

There was an open and empowering culture in the service. Care workers understood their roles and responsibilities in providing safe and good quality care to the people who used the service. The service had a quality assurance system and shortfalls were addressed. As a result the quality of the service continued to improve.