Northcroft is a care home which provides accommodation for up to eight people with a learning disability who require personal care. At the time of the inspection seven people were using the service. There was a registered manager at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. 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 inspected Northcroft on 9 and 10 January 2017. The inspection was unannounced. The service was last inspected in January 2014 when it was found to be meeting the requirements of the regulations.
People told us they felt safe at the service and with the staff who supported them. For example, we were told: “I am safe here,” and a relative told us: “Northcroft has provided (my relative) with a secure, kind and well managed environment, within which they has become calmer and more balanced emotionally and has developed social skills.”
People told us they received their medicines on time. Medicines administration records were kept appropriately and medicines were stored and managed to a good standard.
Staff had been suitably trained to recognise potential signs of abuse. Staff told us they would be confident to report concerns to management, and thought management would deal with any issues appropriately. We were told by a relative “I can’t fault them (the staff).” A member of staff said “I have not seen anything concerning,” and if they did, thought management would take any concerns seriously and ensure they were fully investigated.
Staff training was delivered to a good standard, and staff received updates about important skills such as moving and handling at regular intervals. An external professional told us “ The staff are very knowledgeable about the individuals they support and seem to be well trained in the areas of the support they are providing.”
Recruitment processes were satisfactory as pre-employment checks had been completed to help ensure people’s safety. This included written references and an enhanced Disclosure and Barring Service check, which checked if a person was suitable to work with vulnerable adults.
People had access to medical professionals such as a general practitioner, dentist, chiropodist and an optician. People said they received enough support from these professionals. External professionals were very positive about the care given. Comments included “The care is definitely client centred….they (the staff) are proactive about finding a solution to benefit their resident and more than happy to learn new skills. Staff treat people with respect and value their opinions.”
There were enough staff on duty and people said they received timely support from staff when it was needed. A relative told us “There is a high ratio of staff.” We observed any requests for assistance being responded to quickly, and staff always being attentive to people’s needs.
Care was provided appropriately and staff were viewed by people and their relatives as caring. We were told “I love living here,” and were told staff were “lovely.” Two relatives separately told us “I can’t fault them (the staff),” and another added that their relative was “Lucky to be here (at Northcroft).”
People had the opportunity to participate in a wide choice of activities. People were busily involved in a range of activities on the day we visited; andwere able to attend several different centres locally, which offered up a wealth of things to do. They also have the opportunity to go on an annual holiday if they want to.
Care files contained information such as a care plan and these were regularly reviewed. The service had appropriate systems in place to assess people’s capacity in line with legislation and guidance, for example using the Mental Capacity Act (2005).
People were happy with their meals. Everyone said they always had enough to eat and drink and were provided with a choice of meals. People received enough support when they needed help with eating or drinking.
People we spoke with said if they had any concerns or complaints they would feel confident discussing these with staff members or management, or they would ask their relative to resolve the problem. They were sure the correct action would be taken if they made a complaint.
People felt the service was well managed. We were told the registered manager and assistant manager were approachable and friendly, and appeared to be “hands on”. An external professional said “We have a good working relationship (with the manager) and she is extremely knowledgeable about her residents and their conditions.”
Staff and relatives told us they had residents’ and family meetings, and relatives had been asked for their feedback about the service on a regular basis. The service had suitable systems in place to monitor and improve the quality of the service.