Fessey House

People's experience of using this service: • The provider demonstrated they had made significant improvements since our last inspection. We found the service had improved and met the characteristics of an Outstanding service in caring domain and a Good service in safe, effective, responsive and well-led. We received exceptional feedback on how staff supported people and went the extra mile to get care just right for people.

• The service was designed around people's needs and wishes and used innovative ways to help people to be as independent as possible. Fessey House was divided into four colour coded units. Each unit had a kitchenette, dining area and sitting area. These units were decorated to a high standard with an emphasis on the building being people's homes. Colour coordination was used to enable people to find their way in the home and to promote their independence. We saw people easily and freely navigating around the home independently.

• People were valued and respected as individuals allowing them to be partners in their care. There was an exceptionally strong ethos within the service of treating people with dignity and respect. People were at the forefront of the service delivery and the provider was committed to and passionate about providing a high- quality service.

• We received exceptionally positive feedback from all people and relatives. The feedback reflected staff were very kind, caring and committed. People complimented the continuity of care provided by regular staff which contributed to building of meaningful relationships. Staff exceeded in recognising what was important to people and ensured individually tailored approach that met people's personal needs, wishes and preferences was delivered. There was evidence the staff often went 'the extra mile' to meet people's needs.

• People were supported by exceptionally caring staff that knew them well and understood how to maximise their potential. People were supported to maintain relationships with their families and friends and the value of relationships was central to the success of the service. People's independence was highly promoted and they received support to achieve their goals.

•The service had a holistic approach to assessing, planning and delivering care and support. They looked for and encouraged the safe use of innovative and pioneering approaches to care and support, and how it is delivered. New evidence-based techniques and technologies were used to support the delivery of high- quality care and support. For example, the service was taking part in a pilot project called 'My Sense' which used technology to maximise safety to people whilst they were at the service as well as when they went back

to their own homes.

• There was a thorough approach to planning and coordinating people's move to other services, which was done at the earliest possible stage. Fessey House supported people requiring short term support in 'discharge to assess' beds which aimed at rehabilitating people back into their homes. This was a tailor- made service which consisted of dedicated care staff, social workers physiotherapists and occupational therapists.

•Staff were committed to working collaboratively and had found innovative and efficient ways to deliver more joined-up care and support to people. The provider worked collaboratively with the local hospital, GPs and community teams. Fessey House had been recognised in the Health Service Journal (HSJ) Value awards and won both last year's categories for improving value in the care of frail older patients as well as Improved partnerships between health and local government.

• People living at Fessey house received safe care from skilled and knowledgeable staff. People told us they felt safe receiving care from the service. Staff 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 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 supported to maintain good health and to meet their nutritional needs.

• Fessey House was well-led which resulted in provision of good 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 effective systems in place to monitor the quality and safety of the service.

• The service was an integral part of the local community. The team developed various community links that reflected the changing needs and preferences of the people who used the service.