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Inspection Summary

Overall summary & rating


Updated 22 January 2020

About the service

Flowers House is an Extra Care housing service registered to provide personal care support for older people who have a diagnosis of dementia. The scheme has 34 apartments. 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 32 people receiving personal care.

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

People received safe care and were protected against avoidable harm, neglect and discrimination. Risks to people’s safety were assessed and strategies were put in place to reduce the risks.

People received support from staff who had undergone a robust recruitment process. They were supported by regular live-in staff who knew them and their needs well, which promoted continuity of care. Where the provider took on the responsibility, people's medicines were safely managed. Systems were in place to control and prevent the spread of infection.

People’s needs, and choices were fully assessed before they received a care package. Staff received an induction and ongoing training that enabled them to have the skills and knowledge to provide effective care.

People were supported to eat and drink enough to maintain their health and well-being. Staff placed a strong emphasis on the dining experience to ensure it was enjoyed by all. Staff supported people to live healthier lives and access healthcare services.

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.

The service had a vibrant and welcoming atmosphere where visitors were welcomed and encouraged. Staff provided care and support in a caring and meaningful way. They knew the people who used the service well and had built up kind and compassionate relationships with them.

People and relatives, where appropriate, were involved in the planning of people’s care and support. People's privacy and dignity was always maintained.

Care plans were detailed and supported staff to provide personalised care. People were encouraged to take part in a variety of activities and interests of their choice. There was a complaints procedure in place and systems to deal with complaints effectively. The service provided appropriate end of life care to people when required.

The service was well managed. There were systems in place to monitor the quality of the service and actions were taken, and improvements were made when required. Everyone without exception praised highly the registered manager who was approachable, resourceful and provided strong leadership. All staff told us they

were motivated to work with the registered manager to ensure people received good quality care.

The service worked in partnership with outside agencies. Staff, people using the services and relatives were encouraged to provide feedback which was analysed and acted upon.

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 rating at the last inspection.

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.

Inspection areas



Updated 22 January 2020

The service was safe.

Details are in our safe findings below.



Updated 22 January 2020

The service was effective.

Details are in our effective findings below.



Updated 22 January 2020

The service was caring.

Details are in our caring findings below.



Updated 22 January 2020

The service was responsive.

Details are in our responsive findings below.



Updated 22 January 2020

The service was well-led.

Details are in our well-led findings below.