Anchor Integrated Care & Housing Village - Denham Garden Village

We previously inspected the service on the 1 and 2 December 2016. The service was rated Requires Improvement at the time. That was the second time the service had been rated Requires Improvement. We made five recommendations across the domains of Safe, Effective and Well-Led. At this inspection we found improvements had been made in all areas identified.

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 service. At the time of the inspection 25 people were being supported with personal care.

The service had a registered manager 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.

We received positive feedback from people, their relatives and staff on how the service was led. Comments included "The care assistants are of the highest quality. I cannot fault them, I am given excellent care," "I cannot speak highly enough of them [Care workers], professional, wonderful and friendly and "They [care workers] are absolutely wonderful, incredibly kind, compassionate and caring."

Staff were aware of how to safeguard people from abuse and knew what action to take if a concern was raised.

The provider had processes in place to ensure the staff had the required skills and experience to work with people. All the required pre-employment checks were routinely carried out.

Staff were supported to develop their skills and knowledge through training. Staff felt supported in their role and received regular communication and one to one meetings with their line manager.

Staff were aware of the need to report any incidents and accidents.

People were supported by staff that had developed a good working relationship with them. Staff were aware of people's likes and dislikes.

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. Staff

Systems were in place to monitor the quality of the service. The provider shared learning and knowledge across the organisation to ensure people received safe, compassionate and kind service.

The five questions we ask about services and what we found