Sumners Farm Close

The accommodation is the occupant's own home and people's care and housing are provided under separate contractual agreements. CQC does not regulate the premises used for extra care housing. This inspection looked at people's personal care service. At the time of the inspection 24 people were receiving support with their personal care.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

Not all staff had up to date training to support them in understanding people's needs. Staff did not always feel supported in their roles. Recruitment processes for new staff were not always completed robustly. We have made a recommendation about the provider's employment checks.

People and relatives knew how to raise concerns but did not always feel their concerns were responded to effectively. We have made recommendation about the provider's complaints processes. Staff did not always feel listened to or valued and did not feel able to raise concerns with the provider.

Staff were aware of how to keep people safe from harm. However, the provider had not ensured safeguarding records were kept accurately and not all staff had updated safeguarding training in place.

People were not supported to have maximum choice and control of their lives and staff did not always support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

The provider had not used their auditing systems effectively to monitor the quality and safety of the service. The processes in place had not highlighted the concerns we found during the inspection and we could not be assured the provider had clear oversight of the service.

We received mixed feedback about whether staff used personal protective equipment [PPE] appropriately

and how the provider communicated with people and relatives about the risks associated with the control and spread of infection. We have made a recommendation about the provider's infection prevention and control measures.

People had care plans and risk assessments in place which detailed how they liked to be supported and guidance was available for staff to support people safely with their medicines. People were encouraged to maintain as much independence as possible and the provider worked alongside other healthcare professionals to support people's care needs and improve their care.

People and relatives told us staff were generally kind and respectful of people's privacy. People and relatives told us they felt involved in the service and found the registered manager and staff approachable and friendly. The provider responded promptly to the feedback we gave during our inspection, supplying additional information to address the concerns raised.