Rivendale Extra Care

Updated 5 January 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection activity started on 19 November and ended on 26 November 2018. The inspection was announced. The provider was given 48 hours’ notice because the registered manager and staff were often out of the office supporting people and we needed to be sure they would be available.

The inspection was carried out by one inspector. Following the inspection site visit on 19 November 2018, an Expert by Experience contacted people who used the service and relatives to gain their views on the service provided. An expert by experience is someone who has personal experience of using or caring for someone who uses this type of service. The inspector contacted staff employed by the service via telephone following the site visit.

As part of planning our inspection, we contacted the local Healthwatch and the local authority safeguarding and quality performance teams to obtain their views about the service. Healthwatch is an independent consumer group, which gathers and represents the views of the public about health and social care services in England. We reviewed information we held about the service, including the notifications we had received from the provider. Notifications are changes, events or incidents the provider is legally obliged to tell us about within required timescales.

The provider sent us their Provider Information Return. This is information we require providers to send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We used this information to help plan for the inspection.

We reviewed a range of documentation. This included three people's care planning documentation and daily records and four people’s medicine administration records. We looked at two staff files relating to their recruitment, supervision, appraisal and training. We reviewed records relating to the management of the service and a wide variety of policies and procedures.

During the inspection we spoke with ten people who used the service to gain their views on the service provided. We also spoke with five members of staff including the registered manager.

Updated 5 January 2019

This inspection took place between 19 and 26 November 2018. This was the first inspection of the service since it was registered in December 2017.

Rivendale Extra Care Housing is a domiciliary care agency. It provides personal care to people living in their own houses and flats to predominantly 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 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 service.

People at Rivendale Extra Care Housing lived in apartments that were situated in the grounds. People had access to a restaurant, communal areas and a garden.

Not everyone using the service receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided.

A registered manager was in post. 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.

Some risk assessments were in place, although we found when people had specific medical conditions, risks associated with these conditions had not been recorded. We have made a recommendation regarding risk assessments.

Staff had received safeguarding training and knew how to raise any concerns. They were confident any concerns would be dealt with by management appropriately.

Medicines had been administered safely and staff had received appropriate training in this area. Staff had a clear understanding of infection control practices they were to follow.

Safe recruitment processes had been followed and new staff had been provided with a comprehensive induction and ongoing support. Regular one to one supervisions had been conducted and a variety of training had been provided to ensure staff had the skills and knowledge to carry out their roles.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Consent to care and treatment was clearly recorded and staff respected people’s choices. People told us they were actively involved in the development of their care and support plans.

Other professionals involved in people’s care and support was recorded. Staff assisted people with making appointments where required to ensure their health care needs were met. Management and staff had developed good working relationships with the housing provider to ensure all aspects of the service met people’s needs.

Most people preferred to use the onsite Bistro for their main meals. Staff were able to provide support in relation to meal preparation if this was required.

People told us staff were kind and caring and treated them with dignity and respect. Observation showed staff had time available to have general chats and discussions with people and it was clear positive relationships had been developed.

Care plans were in place where required and contained person-centred information. Regular reviews of people’s care and support had been completed to ensure people’s needs were being met.

A complaints policy and procedure was in place and people told us they knew how to raise a concern. The registered manager has requested feedback from people who used the service and people told us they regularly attended ‘resident meetings’ where they could express their views and wishes.

The registered manager was supported by two team leaders. Quality assurance processes were in place and these had been effective in identifying shortfalls. Staff told us the management team were approachable and they had an open-door policy. People who used the service said they were listened to and respected. They told us they felt the service was well-led by an experienced management team.