Two inspectors carried out this inspection. The focus of the inspection was to answer five key questions: is the service safe, effective, caring, responsive and well-led?We used a number of different methods to help us understand the experiences of people who used the service, because many of them had complex needs which meant they were not able to tell us their experiences. We spoke with thirteen people and with a visiting family member of one person who used the service. We spent some time observing the interactions between staff and people using the service in the communal areas of the home. We spoke with ten care staff and the acting manager and deputy manager. The Registered Manager had recently left the service but has not yet cancelled her registration.
Below is a summary of what we found. The summary describes what people using the service and the staff told us, what we observed and the records we looked at.
If you want to see the evidence that supports our summary please read the full report.
Is the service safe?
The service was safe. Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. Assessments were carried out and reviewed regularly for aspects of health and safety. Risk assessments were carried out for each person and included, for example, pressure sores, nutrition, mobility and the risk of falls. We checked a sample of records to show that the premises were maintained safely.
CQC monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care homes. While no applications have needed to be submitted, proper policies and procedures were in place. Staff we spoke with varied in their knowledge and understanding of the Deprivation of Liberty Safeguards (DoLS) and said that they had not had specific training.
Is the service effective?
The service was effective. Sufficient staff were on duty at all times to meet the needs of the people who used the service. One person told us that staff were available when they needed them. They said, 'It's nice to know you can always ask for help and there is someone there.'
People attended hospital appointments and received advice and support from healthcare and social care professionals.
The provider had taken steps to provide care in an environment that was suitably designed and adequately maintained. The communal rooms and bedrooms were furnished with comfortable furniture and provided a sociable and domestic environment. People we spoke with told us that they were happy with their rooms.
Is the service caring?
The service was caring. The care and support plans contained detailed information about each person's specific needs for staff to follow.
We observed that staff interacted with people in a respectful and sensitive manner. We spoke with a relative of one person who used the service. They said, 'It's just fantastic, the whole place is fabulous. The level of care is very good, and most staff have good understanding of my relative's needs for dementia care.'
Is the service responsive?
The service was responsive. People who used the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. There were regular meetings for both people who used the service and for their family members.
We saw that monthly reviews of people's needs were carried out and that changes were recorded and appropriate action taken in response to those changes.
Is the service well-led?
The service was well-led. The management team supported and encouraged staff to understand the ethos of the home and to improve the quality of the services they provided. Staff we spoke with said that managers provided them with good support and they were clear about their roles and responsibilities.
The provider had an effective system to regularly assess and monitor the quality of service that people received. They carried out a quarterly assessment of compliance with their corporate standards and an annual satisfaction survey. These were both followed with action plans to address any concerns.