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Inspection carried out on 20 May 2019

During a routine inspection

About the service: Your life (Tettenhall) provides personal care to people aged 65 or over who may live with dementia, a physical disability or sensory impairment. People who receive the service live at Thorneycroft, a private housing development. There were five people using the service at the time of our inspection.

People’s experience of using this service: People said they had a positive experience in respect of the care and support they received. They told us they received support from staff in a timely way and were not kept waiting for assistance.

People were comfortable in the presence of staff and told us they felt safe. Staff were knowledgeable about potential risks to people and were able to tell us how these would be minimised without compromising people’s rights.

People were supported by staff who were caring and expressed empathy and compassion towards them. People told us staff consistently showed respect for their rights, privacy, dignity and independence.

People received effective person-centred care and support which was based on their individual needs and preferences. Staff were knowledgeable about people’s needs and preferences and people told us they had good relationships with all staff. People’s care records reflected people’s involvement and how person-centred care was planned.

People were supported by care staff who had a range of skills and knowledge to meet their needs. Staff understood their role, felt confident and well supported. Staff received supervision and felt well supported by the provider. People's health was supported as staff worked with other health care providers to ensure their health needs were met.

People were supported by staff to have choices, and the provider’s policies supported this practice. People told us their consent was always sought by staff. People told us staff responded to their needs effectively and their preferences were known and respected by staff.

People knew how to complain. Staff knew how to identify and respond if people were unhappy with the service. People were confident they could communicate how they felt to staff, who were approachable and listened to what they had to say.

People and staff gave a positive picture as to the quality of care people received and said management and staff were approachable.

Quality monitoring systems were in place, and the provider completed various audits to assist them in monitoring and helping them to identify how to improve people’s experiences.

Rating at last inspection: This was the first inspection since the service was registered with CQC.

Why we inspected: This was a scheduled inspection based on the locations date of first registration.

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk