Poppy Court Extra Care and Outreach

Updated 12 August 2022

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 Health and Social Care Act 2008.

Inspection team

The inspection visit was carried out by two inspectors and an Expert by Experience. An Expert by Experience is someone who has experience of using this type of service.

Service and service type

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 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 support at this service.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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.

At the time of our inspection there was a registered manager in post.

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 available to support the inspection.

Inspection activity started on 13 June 2022. Inspectors visited Poppy Court Extra Care and Outreach offices on 13 June 2022. The Expert by Experience telephoned people and relatives to obtain their views of the service also on 13 June 2022.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.

We used information gathered as part of monitoring activity that took place in December 2021 to help plan the inspection and inform our judgements.

We used all this information to plan our inspection.

During the inspection

During our visit we spoke with the registered manager and six care staff. We spoke with three people who used the service and eight relatives. We reviewed a range of records. This included policies and procedures, medicine records, three people's care records, four staff recruitment records, training records, quality audits and checks the managers completed to assure themselves people received a safe and good quality service.

Updated 12 August 2022

About the service

Poppy Court Extra Care and Outreach is an extra care housing scheme which has five locations within Coventry that fall within the Poppy Court registration. These locations have one or two bedroom self-contained flats that can be rented by younger adults and older people. The service can support people with personal care which is provided by a team of care staff through pre-arranged care calls. At the time of our inspection there were a number of people receiving personal care across the locations within the service.

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

The provider had systems to monitor the quality and safety of the service to help identify any areas that required improvement. However, these systems had not identified areas for improvement we had found such as records management. Records related to safeguarding and complaints procedures were not sufficiently clear and medicine records did not consistently show how the medicines had been managed.

Quality assurance systems ensured people had opportunities to share their views about the service they received. The management team worked with other organisations including social workers and health professionals to benefit people.

The registered manager demonstrated a good understanding of their regulatory requirements. No complaints had been received about the service. Staff spoke positively about the culture of the service and morale. The provider demonstrated a commitment to sustaining a positive organisational culture to benefit people and their staff.

Staff completed training in a range of areas including training linked to some people’s specific healthcare needs. This helped to ensure any potential risks were identified and acted upon.

People's needs were assessed before they started using the service and people told us staffing arrangements and the care calls they received were sufficient to meet their needs.

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 and their relatives described staff as caring and approachable.

People told us they felt safe with the staff that supported them. People received personalised and responsive care. Staff knew people well and told us how they involved people in decisions about their care to ensure they received support in ways they preferred. Care records contained information to help staff provide the care and support people needed in line with their wishes.

Staff followed infection control procedures in line with national guidance for reducing the spread of COVID-19. People and relatives said staff wore personal protective equipment (PPE) during care calls.

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

Rating

This service was registered with us on 1 November 2019 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.