11 September 2014
During a routine inspection
At the time of our inspection the service had been recently registered and was providing care and support to one person. Due to the nature of the person's support needs we were unable to talk with them directly; however, we were able to speak to their family member.
Below is a summary of what we found. The summary is based on our observations during the inspection, discussions with the three service directors (including the registered manager), a relative of a person using the service, the staff supporting them and looking at records. If you wish to see the evidence supporting our summary please read the full report.
Is the service safe?
The family member told us their relative was treated with respect and dignity by the staff. We found the person was supported appropriately and sensitively. We found sufficient staff were available to deliver the person's care needs and they received the training needed to provide appropriate care and support.
The person was protected from the potential for abuse and neglect as the provider had taken reasonable steps to ensure staff recognised the signs of abuse. Staff we spoke demonstrated their knowledge in recognising signs and symptoms of abuse and how to report concerns. The registered manager demonstrated how concerns were investigated with necessary actions identified, taken and followed up.
Is the service caring?
We found the person was supported by kind and considerate staff. We spoke with two staff who told us about how they provided care and support. The family member we spoke with was very positive about the caring nature of staff members supporting their relative. They told us, 'The staff are very caring. They really respect (me relative's) feelings and wishes.'
Is the service effective?
The person's health and care needs were assessed with them and their family members. We saw evidence to show the person and their relatives had been involved in writing and agreeing their care plan. Specialist dietary and healthcare needs had been identified in care where required. The family member told us their relative always received the support needed.
Is the service responsive?
We saw there was an effective complaints procedure in place. The family member told us they had not need to make a complaint but were sure the managers would act on any concerns they may have. They told us, 'The staff are very responsive to (my relative's) needs. They always notice little changes and act upon it.'
Is the service well led?
The family member we spoke with and staff were very positive about the management of the service. Staff told us they felt supported by the manager. One staff member told us, 'They really are very supportive. Two of the managers are registered nurses and have a lot of experience providing care and support.'
We found monitoring and reviews of the service were carried out regularly and highlighted actions were completed in a timely manner.