Belong Wigan is registered with the Care Quality Commission to provide personal care and accommodation for up to 67 people. As part of our inspection we spoke with nine people who used the service, six relatives, thirteen members of staff and a visiting professional. Our inspection was co-ordinated and carried out by an inspector from the Care Quality Commission who addressed our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led? We also used a specialist advisor who assisted us on the day of our inspection.
There are six households at Belong Wigan and we visited five of them including Cedar, Elm, Acacia, Beech and Willow House. Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, their relatives, the staff supporting them and from looking at records.
If you want to see the evidence supporting our summary please read the full report.
Is the service safe?
People told us they were treated with respect, dignity and felt safe in the presence of staff.
Safeguarding procedures were in place and staff were able to demonstrate how they would safeguard the people they supported. This meant that people were safeguarded from abuse. One member of staff told us; 'I have reported abuse in the past and would not hesitate to do it again'.
There were systems in place to make sure that the management and staff learned from events such as accidents and incidents, complaints and concerns.
The service had policies in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards although no applications have been submitted. All staff spoken to were able to demonstrate a good understanding of the relevant legislation and the action they would take if they had concerns
We found equipment was available where required, was well maintained and available in sufficient quantities. Service records identified necessary checks were undertaken each year to ensure equipment was in good working order and still safe to use.
People who used the service and staff told us they felt there were enough staff to care for them. One member of staff told us they felt meal times were busy and rushed due to the fact carers were responsible for the preparation of food and also needed to assist certain people to eat and drink. We discussed this with the manager.
We found people's nutrition and hydration requirements were met in a safe and timely manner. This included assisting people to eat, making appropriate referrals to dieticians and SALT (Speech and Language Therapy) and ensuring people's food was purified where required.
Is the service effective?
We found one of the main functions of the service was to provide an 'Independent Living Service' to people who lived there although support and assistance was available from staff 24/7. Onsite services included a bistro caf', exercise studio, internet caf' and laundry facilities which are also available to members of the general public. Each household consisted of kitchen facilities where people were encouraged to prepare their own food if they were able to.
People's health and care needs were assessed with the people who used the service or their representatives. Special dietary mobility and equipment needs had been identified in care plans where required.
People's needs were taken into account with signage and the layout of the service enabling people to move around freely and safely. The premises had been sensitively adapted to meet the needs of people with physical impairments.
Visitors confirmed that they were able to see people in private and that visiting times were flexible. There were designated 'quiet areas' where people could spend time with their loved ones when they visited the home.
Is the service caring?
We observed people were supported by kind and attentive staff. We saw staff showed patience and gave encouragement when supporting people. We asked people who lived at Belong Wigan their opinions of the care they received. Comments included; 'Magnificent' and 'I like it here. The staff are nice. They make an effort to spend time with me' and 'I would say the care is good. Nothing bad to say really'.
People's preferences, interests and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. Whilst speaking with one lady, we noticed she was well presented, wore her favourite jewellery and wore her favourite perfume. She told us this was of importance to her and liked to be well presented at all times. This was clearly recorded in the care plan.
Is the service responsive?
People completed a range of activities inside and outside the service regularly. The people we spoke to said activities took place most days. On the day of our inspection we observed people playing dominoes, bingo, completing jigsaws and watching television. One lady told us she enjoyed helping staff fold up the napkins in the dining room as it kept her occupied.
People we spoke to were aware of the complaint procedure. We looked at how complaints had been dealt with and found appropriate response had been made to the complainant in question. People can therefore be assured complaints would be investigated and action is taken as necessary.
Is the service well-led?
The service worked well with other agencies and services to make sure people received their care in a joined up way. We saw evidence of communication and involvement with health professionals and saw when people needed to go to hospital, the transfer to hospital forms were well documented and were accompanied by current medicines charts.
The service had quality assurance systems in place to monitor the quality of the service provided. This was done with use of audits, surveys and the learning from incidents and complaints. Where shortfalls were identified, we read about any action taken to avoid future re-occurrences.
Staff told us they were clear about their roles and responsibilities. Staff had a good understanding of the ethos of the home and quality assurance processes were in place. This helped to ensure people received a good quality service at all times.