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Inspection carried out on 9 December 2019

During a routine inspection

About the service

Phoenix House is a residential care home for up to 15 people providing nursing and personal care to people living with mental health needs. At the time of inspection there were 11 people living at the home.

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

People received care from staff they knew. Staff had a good understanding of people's needs, choices and preferences. People were encouraged to make decisions about how their care was provided and their privacy and dignity were protected and promoted. Staff gained people's consent before providing personal care.

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 involved in the planning of their care which was person centred and updated regularly. People were supported to express themselves, their views were acknowledged and acted upon. There was a complaints system in place and people were confident that any complaints would be responded to appropriately.

Staff understood their roles and responsibilities to safeguard people from the risk of harm. People were supported to access relevant health and social care professionals.

People’s medicines were managed in a safe way. People’s risks were assessed at regular intervals or as their needs changed. Care plans informed staff how to provide care that mitigated these known risks.

Staff were recruited using safe recruitment practices. Staff received training to enable them to meet people’s needs and were supported to carry out their roles. Staff were happy working at Phoenix House and were proud of their relationships with the people they supported.

The management team continually monitored the quality of the service, identifying issues and making changes to improve the care and to help people to achieve their goals.

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 19 May 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 7 March 2017

During a routine inspection

Phoenix House is registered to provide accommodation and personal care for up to 15 people, some of whom may have a mental health diagnosis. There were 8 people living at the home at the time of this inspection. At the last inspection, in February 2015, the service was rated Good. At this inspection we found that the service remained Good.

People continued to receive safe care. Staff were appropriately recruited and there were enough staff to provide care and support to meet people’s needs. People were consistently protected from the risk of harm and received their prescribed medicines safely.

The care that people received continued to be effective. Staff had access to the support, supervision, training and on-going professional development that they required to carry out their roles. People were supported to maintain good health and nutrition.

People developed positive relationships with the staff who were caring and treated people with respect, kindness and courtesy. People had detailed personalised plans of care in place to enable staff to provide consistent care and support in line with people’s personal preferences. People knew how to raise a concern or make a complaint and the provider had implemented effective systems to manage any complaints that they may receive.

The service had a positive ethos and an open culture. The registered manager was a positive role model in the home. People and other professionals told us that they had confidence in the manager’s ability to provide consistently high quality managerial oversight and leadership to the home.

Inspection carried out on 9 February 2015

During a routine inspection

This unannounced inspection took place on 9 February 2015. Phoenix House is registered to provide accommodation and personal care for up to 15 people, some of whom may have a mental health diagnosis. There were 11 people living at the home at the time of this inspection.

There was not a registered manager in post. The previous manager had left the home in October 2014. 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 provider had employed two new managers, who have submitted an application to the Care Quality Commission in order for them to apply to become the registered managers for the service.

There was not a robust system in place to monitor the quality of the service and to make improvements where necessary as monthly audits had not been completed for several months.

People who used the service were well looked after by a staff team that had a good understanding of how people wanted to be supported. Staff encouraged people to be as independent as possible and to make safe choices in their day to day life. Staff treated people with dignity and respect.

Staff were knowledgeable about the risks of abuse and the reporting procedures to follow if they wanted to raise any concerns.

We found there was sufficient staff available to meet people’s individual care and support needs. The home had recently recruited several new members of staff and safe and effective recruitment practices were followed.

The procedures to manage risks associated with the administration of medicines were followed by staff working at the service. There were suitable arrangements for the safe storage, management and disposal of medicines.

People were supported to have sufficient to eat and drink to maintain a balanced diet. Where required staff supported people to plan, budget, shop and cook their meals.

The managers had knowledge of the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards legislation, they knew how to make appropriate referrals to restrict people’s liberty and ensured that people’s rights were protected.

Staff received induction, training and supervision which enabled them to carry out their jobs effectively.

Staff understood their role and had confidence in the new management of the service.

Inspection carried out on 6, 9 June 2014

During a routine inspection

We gathered evidence against the outcomes we inspected to help answer our five key questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, the staff supporting them and from looking at records.

Is the service safe?

The staff on duty had a good understanding of how to meet the needs of people who used the service. We saw that people were relaxed and comfortable in the presence of staff. All the people we spoke with told us that they felt safe living at the service and they were happy.

Staff received regular training and support which helped them to provide safe care. Staff training included the safeguarding of vulnerable adults procedures. Staff knew who they should contact, should they have any concerns about the treatment of people who used the service.

People and staff were involved in fire drill training so they knew what to do if there was a fire at the service. Health and safety checks were completed to make sure the premises were safe for people using the service.

Is the service effective?

People�s health and care needs were assessed and plans of care were put in place to meet their needs. Information about how people communicated their needs and wishes were clearly identified in care plans. This ensured that new staff provided appropriate care. People told us that they were involved in making decisions in how they wanted their needs to be met. They told us they signed their care plans to consent to how their care and treatment needs were delivered. People told us that they were happy with the care they received. Staff had been provided with the information, training and support they needed to meet people�s needs effectively.

Is the service caring?

We saw staff approached people who used the service in a caring and respectful manner. People�s preferences, interests, and needs had been recorded and care and support had been provided accordingly.

People we spoke with told us that there were always staff available when they required their support. They told us that the staff were helpful, kind and supported them. One person told us that they had 1 to 1 sessions with staff and said, �I have got a really good keyworker and she understands how I feel and I get on well with her�.

We saw staff interact with people in a kind, and good humoured way. They encouraged people to engage in activities and spoke to them in a dignified manner. The staff told us that they enjoyed working with the people and they worked well as a team. We saw in records of ?staff meetings that discussions took place about how to help the people living at the home achieve their goals. We also saw that staff supported people to maintain contact with families and friends.

Is the service responsive?

We saw that staff were available to support people who used the service. One person told us that they had meetings with their keyworkers and they listened and supported them to meet their needs. Another person told us that they had community meetings and discussed activities, menus and any issues that they were not happy with. They told us that the staff listened to them and acted on their feedback.

Is the service well-led?

We found that the service was well managed and systems were in place to identify and make improvements where necessary. Staff received regular training and support from management, which helped them to provide safe and effective care.

The provider had monitoring systems in place to ensure that medication administration records were fully completed. The views of people using the service, their representatives, health professionals and staff were sought to find out if the service was meeting the needs of people using the service. Staff training records and people�s care plans were updated to meet their current needs. We saw that health and safety checks were also undertaken regularly to ensure all systems were kept up to date to keep people safe

Inspection carried out on 30 April 2013

During a routine inspection

During our inspection visit there were two people living at Phoenix house. They were able to communicate with us verbally and told us that they were happy living at Phoenix house. One person told us that the house was clean and �beautifully decorated with good quality furniture and fittings� and their bedroom met their needs. The people also told us that staff were friendly and supported their needs and they got on well with every one. They said that they had meetings with staff and discussed activities that they wanted to undertake in the house and in the community.

People told us that they knew how to make a complaint to the provider or the acting manager if they were not happy with any of the services provided. They also told us that the information about how to make a complaint was displayed on the notice board. One person told us �if I do not agree or like something I will tell staff�. They told us that all staff listened to their views and worked with them.