The inspector was accompanied by an expert by experience at this inspection. The focus of the inspection was to answer five key questions; is the service safe, is the service effective, is the service caring, is the service responsive, is the service well led.Below is a summary of what we found.
Is the service safe?
People told us they felt safe living at the home and that staff treated them well. One person said "I'm very comfortable here with the pleasant personnel and the pleasant treatment. I'm not going to change anything.'
People's files included relevant risk assessments for each individual, indicating the risks to the person and how these could be minimised to ensure that they were supported as safely as possible. Before people were admitted to the home, arrangements were in place to make sure they would be safe in their environment and that staff had the skills and experience to meet their needs.
We found that people were cared for in safe and accessible surroundings that supported their health and welfare. We spoke with the registered manager during our inspection as we observed that some areas of the home were in need of re-decoration. We also noted some furniture was in need of replacement. We were informed that major refurbishment work to the home was due to commence by the end of 2014.
CQC monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care homes. While no applications had needed to be submitted, proper policies and procedures were in place. Relevant staff had been trained to understand when an application should be made and how to submit one.
Is the service effective?
People's health and care needs were assessed with them and their relatives if appropriate. Visiting relatives said ' they do an amazing job.' People, and where appropriate, their relatives, were involved in reviewing their care plans. Specialist dietary requirements, mobility and equipment needs had been identified in care plans where required.
We looked at people's care records which showed that care plans set out people's individual care needs. They were current and the records showed they had been reviewed on a regular basis and adjustments had been made when a person's care needs changed. During our inspection we observed that members of staff knew people's individual health and wellbeing needs. We saw that people responded well to the support they received from staff members.
Is the service caring?
People were supported by kind and attentive staff. We saw that staff showed patience and gave encouragement when they supported people. A person we spoke to said 'it's a happy place to be. They look after us well.' People who used the service, their relatives and friends completed a satisfaction survey annually and their views were also sought at quarterly meetings. Where concerns or comments were raised these had been addressed and an action plan was in place. People's preferences, interests and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. Records showed people had access to a range of healthcare professionals some of whom visited people at the home. These included GPs, district nurses, dieticians and a chiropodist.
Is the service responsive?
Staff we spoke to were knowledgeable about the needs of people they supported and how to meet them. Care plans included information about people's preferred routines, religious and cultural needs, healthcare needs as well as their likes and dislikes. This ensured that people received an individualised service. Care plans were reviewed and updated monthly or when people's needs had changed. People were supported to access a range of healthcare professionals to promote their wellbeing. Senior staff referred people to appropriate professionals for assessment and advice. Any actions advised by them were implemented by staff.
Is the service well-led?
The service had a quality assurance process in place. Sufficient systems were in place to monitor the quality of the service provided to ensure that people received safe, quality care. Annual customer satisfaction questionnaires were sent to people and their representatives to seek their views and opinions about the service in order to find out where improvements were needed. Staff told us they were clear about their roles and responsibilities. They were supported by the management team to provide good, quality care and were encouraged to complete relevant training. People knew how to make a complaint if they were unhappy. Relatives and people's views were also sought at meetings which were held quarterly. We found a number of audits were undertaken by staff, the manager and by the registered provider to ensure that people received safe, quality care.