Our inspection team was made up of one inspector who answered our five questions. Below is a summary of what we found. The summary is based on our conversations with the manager, three staff, one person who used the service, two relatives and from looking at records. Where it was not possible to communicate with people who used the service we used our observations to gather information.Is the service safe?
People were cared for in an environment that was safe, clean and hygienic. Staff had
received appropriate training and guidance. Records contained detailed assessments of people's needs that had been carried out prior to them moving to the service. This ensured that the staff had the relevant skills and knowledge required to meet the individual's identified needs.
Where people did not have the mental capacity to provide consent the provider complied with the requirements of the Mental Capacity Act 2005. Staff had received training in this area. The Care Quality Commission monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. Whilst no applications have 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.
The provider had clear policies and procedures regarding medication, we saw that medication was stored, administered and disposed of in line with their policies and procedures. Staff received annual refresher training. The provider carried out regular audits of medication.
Systems were in place to make sure that managers and staff learnt from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduced the risks to people and helped the service to continually improve. One person said, "I feel my relative is safe here."
Is the service effective?
It was clear from what we saw and from speaking with staff that they understood people's care and support needs and that they knew the people well. Relatives we spoke with told us that, "Staff had excellent knowledge about the people they support."
People's health and care needs were assessed with them, and they were involved in writing their plans of care. Specialist dietary needs had been identified in care plans where required. People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes.
The training that staff had received equipped them to meet the needs of the people who used the service. Staff were aware of people's preferred method of communication such as pictures and symbols that they used to obtain people's consent before providing care and treatment.
Is the service caring?
People were supported by kind and attentive staff. We saw that staff showed patience and gave encouragement when supporting people.
People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. One relative said, "The staff worked well with my relative they listen to their wishes.'
Is the service responsive?
The manager had regular contact with the relatives of people who used the service. People told us that they had specific agreements regarding frequency of contact. Both relatives told us that the communication between them and the staff was excellent.' Where shortfalls or concerns were raised these were addressed promptly.
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. One relative told us, 'The home had arranged for a dietician to be involved in developing a healthy eating plan for my relative.'
The service had a quality assurance system in place. Records seen by us showed that identified shortfalls were addressed promptly. As a result the quality of the service was continuously improving.
Staff told us they were clear about their roles and responsibilities and that they received excellent support and supervision from the manager. Staff had a good understanding of the ethos of the service. This helped to ensure that people received a good quality service at all times.