18 July 2014
During a routine inspection
This inspection was carried out by one inspector. We gathered evidence that helped us answer our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led? Below is a summary of what we found.
The summary is based on our observations during the inspection, speaking with five people using the service, two of the staff supporting them, a relative who was visiting the service and from looking at records. They included care assessments and care records, staff rotas and records that related to the provider's quality assurance system.
Is the service safe?
People were treated with respect and dignity by the staff. A relative told us, 'Staff tailor their approach towards the individual. They are emotionally intelligent. They are respectful of people's dignity, independence and individuality.'
Systems were in place to make sure that the manager and staff learnt from events such as accidents and incidents. This reduced the risks to people and helped the service to continually improve.
The home had proper policies and procedures in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards although no applications had needed to be submitted. Relevant staff had been trained to understand when an application should be made, and how to submit one. This meant that people would be safeguarded as required.
The manager and the care staff demonstrated how medicines prescribed to individual people had been stored and administered safely.
The registered manager set the staff rotas. The manager demonstrated how they took people's care needs into account when making decisions about the numbers, qualifications, skills and experience required. This helped to ensure that people's needs were always met.
Is the service effective?
People's health and care needs were assessed with them, and they were involved in writing their plans of care. People said that they had been involved in writing them and they reflected their current needs.
Visitors confirmed that they were able to see people in private and that visiting times were flexible.
People have been provided with a varied and nutritious diet that has taken into account their individual needs.
Is the service caring?
People were supported by kind and attentive staff. We saw that care workers showed patience and gave encouragement when supporting people. People told us they were very satisfied with the care provided. A relative said, 'The staff have a friendly manner, compassionate and consistently kind'.
People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes.
Is the service responsive?
People completed a range of activities in and outside the service regularly. The home has its own adapted minibus, which helps to keep people involved with their local community.
People knew who to speak to if they were unhappy. A relative told us they had taken some concerns to the manager. They also confirmed they were satisfied with the outcomes.
People using the service, their relatives, friends and other professionals involved with the service completed an annual satisfaction survey. Where shortfalls or concerns were raised these were addressed.
Is the service well-led?
The service had a quality assurance system. Records that we looked at showed that identified shortfalls were addressed promptly. As a result the quality of the service was continuingly improving.
Staff told us they were clear about their roles and responsibilities. They told us they felt well supported in their work.
Staff had a good understanding of the ethos of the home and what was expected of them. This helped to ensure that people received a good quality service at all times.