We spoke with three people who used the service. We also spoke with two people's relatives, a social care professional and five staff. We looked at five people's care records. Other records viewed included information on staff rotas, risk assessments, minutes of meetings, medication records and health and safety. We considered our inspection findings to answer questions we always ask; Is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well-led?This is a summary of what we found;
Is the service safe?
People living in the sheltered housing complex told us they felt safe in the knowledge, if an emergency occurred, that staff would be able to offer prompt assistance.
We found further improvements were needed to ensure that all staff were following the provider's management of medication guidance. This was to reduce the potential risk of people not receiving their medication as prescribed.
The staff rotas and discussions with people using and working for the service showed that the service had enough staff to cover people's visits, as agreed in their care plans.
Is the service effective?
People told us that they were happy with the care that had been delivered and their needs had been met. It was clear from our observations and from speaking with staff that they had a good insight into people's individual needs to support person centred care.
People's care records showed that care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.
Is the service caring?
People were supported by kind, respectful and attentive staff. One person who used the service told us that staff were, 'Very polite and always speak to you.' Three people described staff as, 'Nice.' One person told us that staff gave them, 'All the support I need.'
People had been consulted about their preferences, choices, aspirations and diverse needs and we saw staff supported people in accordance with their wishes.
Is the service responsive?
One person told us when they had raised a concern with management, it had been dealt with promptly.
People's preferences and choices were taken into account and listened to. We saw staff involved people in making decisions and acted on the information they received.
People's care records showed that where concerns about their health and wellbeing had been identified that staff had taken appropriate action to ensure that people were provided with the support they needed. This included seeking support and guidance from healthcare professionals which included a doctor and community dietician.
Is the service well-led?
The service had quality assurance systems in place and records seen by us showed that identified shortfalls were addressed promptly. We found the provider had listened to feedback they had received from people who used, or had contact with the service. As a result the quality of the service was continually improving.