The Phoenix Centre

At the last inspection carried out on 24 and 26 May 2016 the service was rated Good. At this inspection we found the evidence continued to support the rating of Good. There was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

There were registered managers in place for each service. 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.

People supported by all the services told us they were safe, well cared for and liked the staff who supported them. Comments received included, "I am enjoying my stay at the Phoenix Centre and I feel completely safe. The staff have been great with me." And, "I feel completely safe with the staff who support me. They have never let me down."

Procedures were in place to record safeguarding concerns, accidents and incidents and take necessary action as required. Staff had received safeguarding training and understood their responsibilities to report unsafe care or abusive practices.

Risk assessments had been developed to minimise the potential risk of harm to people during the delivery of their care. These had been kept under review and were relevant to the care provided.

Staff had been recruited safely, appropriately trained and supported. They had skills, knowledge and experience required to support people with their care and social needs.

Staff responsible for assisting people with their medicines had received training to ensure they had the competency and skills required.

People's care and support had been planned with them and was person centred. They told us they had been consulted and listened to about how their care would be delivered.

Care plans were organised and had identified care and support people required. We found they were informative about care people had received.

We saw there was an emphasis on promoting dignity, respect and independence for people supported by all services. They told us they were treated as individuals and received person centred care.

The registered managers understood the requirements of the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS). This meant they were working within the law to support people who may lack capacity to make their own decisions.

We looked around the building of the Phoenix Centre and found it had been maintained, was clean and hygienic and a safe place for people to stay. We found equipment had been serviced and maintained as required. The design of the building and facilities provided were appropriate for the care and support provided.

The services had safe infection control procedures in place and staff had received infection control training.

Meal times at the Phoenix Centre, supported living and shared lives houses were relaxed and organised around people's individual daily routines. People told us they enjoyed the quality and choice of meals provided for them.

People were supported to have access to healthcare professionals and their healthcare needs had been met.

People supported by all services told us staff were caring towards them. Staff we spoke with understood the importance of high standards of care to give people meaningful lives.

The services had information about support from an external advocate should this be required by people they supported.

The services had a complaints procedure which was made available to people and their family when they commenced using the service. The people we spoke with told us they were happy with their service and had no complaints.

The registered mangers used a variety of methods to assess and monitor the quality of the service. These included regular audits and satisfaction surveys to seek their views about the service provided.

Further information is in the detailed findings below.

The five questions we ask about services and what we found