Shotover View

Updated 15 August 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection team consisted of an inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Shotover View is registered to provide personal care for older people. This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is bought or rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support at the service. The accommodation is spread over three floors and comprises of 55 flats. The service had a manager who was registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was announced. We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the provider or registered manager would be in the office to support the inspection.

What we did before the inspection

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We looked at notifications received from the provider. A notification is information about important events which the provider is required to tell us about by law. This ensured we were addressing any areas of concern. We also reviewed the provider’s previous inspection reports.

During the inspection

We spoke with eight people. We looked at five people’s care records and five medicine administration records (MAR). We spoke with three care staff, the team leader, the registered manager and the area operations manager. We reviewed a range of records relating to the management of the home. These included four staff files, quality assurance audits, incident reports, complaints and compliments. In addition, we reviewed feedback from people who had used the service and their relatives.

Updated 15 August 2019

About the service:

Shotover View provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. On the day of our inspection 23 people were being supported by the service.

People’s experience of using this service

People told us staff were very caring. Staff’s high commitment enabled people to receive excellent care from staff who knew them well. Staff supported people in their own time to pursue variety of personalised activities to prevent social isolation and promote their wellbeing. Events were provided that matched people’s personal histories and interests. Feedback from people and their relatives showed their lives had been improved and enhanced by the support provided.

The registered manager and staff went the extra mile to provide safe care and support. The registered manager worked closely with the GP and other healthcare professions to ensure the service responded to people’s changing needs safely and effectively. People’s care was highly personalised and matched their needs, which promoted their wellbeing and improved their quality of life. Staff’s compassion and empathy was exceptional and people and their relatives benefitted from this culture, particularly when people approached end of life.

Shotover View was well-led by a registered manager who continually looked for ways to improve people’s lives. Staff culture was compassionate and caring and this had resulted in the provision of some exceptional care. The service had a clear management and staffing structure in place. Staff worked well as a team and had a sense of pride working at the service. The provider had quality assurance systems in place to monitor the quality and safety of the service.

People living at Shotover View received safe care from skilled and knowledgeable staff. People told us they felt safe receiving care from the service. Staff fully understood their responsibilities to identify and report any concerns. The provider had safe recruitment and selection processes in place.

Risks to people's safety and well-being were managed through a risk management process. There were sufficient staff deployed to meet people's needs. Medicines were managed safely, and people received their medicines as prescribed.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the procedures in the service supported this practice. People were very well supported to maintain good health and to meet their nutritional needs.

Rating at last inspection:

At our last inspection we rated the service Good. Our last report was published in February 2017.

Why we inspected:

This inspection was part of our scheduled plan of visiting services to check the safety and quality of care people received.

Follow up:

We will continue to monitor the service to ensure that people receive safe, compassionate, high quality care. Further inspections will be planned for future dates.

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