Archived: Enable Care & Home Support Limited - 11 Denby Road

This inspection took place on 10 and 16 May 2016. The first day of the inspection was unannounced.

There was no registered manager at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. 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.

The Care Quality Commission had not been notified of all events at the service, as legally required.

Complaints were well managed. Systems to monitor the quality of the service Identified issues for improvement. These were resolved in a timely manner and the provider had obtained feedback about the quality of the service from people, their relatives and staff.

The service was following the guidance in people’s risk assessments and care plans and the risk of unsafe care was reduced. People’s records were up to date and indicated that care provided was in line with people assessed needs. The records had also been updated to reflect changes in people’s care needs.

People were safeguarded from abuse because the provider had relevant guidance in place and staff were knowledgeable about the reporting procedure.

Consent to care and support had been sought and staff acted in accordance with people’s wishes. Legal requirements had been followed consistently where people were potentially being restricted.

People told us they enjoyed their food and we saw meals were nutritious. People’s health needs were met. Referrals to external health professionals were made in a timely manner.

People told us the care staff were caring and kind and that their privacy and dignity was maintained when personal care was provided. They were involved in the planning of their care and support. People were able to take part in hobbies and interests of their choice.

The people and relatives told us that people were involved in choosing their food and drink and their special dietary needs were catered for. One person told us, 'I like [the food]'. We noted, from reading records and our observations, that people's nutritional needs were being met.

People felt safe and confident with staff administering their medicines and said they received their medicines when they were needed.

The people and relatives thought that staff had been recruited safely. One relative told us that people were, 'looked after so well.' We found that appropriate checks were undertaken before staff began work.

People told us they knew how to make a complaint and would feel comfortable in doing so. One person said they would, 'have a word with staff [if unhappy].' Staff were able to describe how the people who use the service can make a complaint.

The people we spoke with said that their privacy and dignity was respected at the service. One person said that, 'staff shut the door', when they had personal care. People were involved, as far as possible, in planning their care. Staff respected their personal preferences and people thought that their needs were met. One person told us, 'I'm happy here.'

People said they felt safe at 11 Denby Road and were well treated by staff. Staff had received training that kept people safe and the people we spoke with felt that staff were well trained to meet their needs. Records we saw supported this.

People were asked for their views, and comments that they made were acted on. There were systems in place to identify and manage risks so that people were safe.