The purpose of the inspection was to answer our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led? Below is a summary of what we found. The summary is based on our observations during the inspection, discussions with people using the service, their relatives, the staff supporting them and looking at records.
If you wish to see the evidence supporting our summary please read the full report.
Is the service safe?
People told us 'It's lovely here, I feel safe and staff respond promptly to my call bell'. Another person told us that sometimes they had to wait for staff to assist them and understood that staff were supporting other people. They told us 'I am not the only person here so I quite understand'. Call bells were in easy reach of people who used the service and staff were observed responding to call bells promptly. This was monitored by the manager.
Care records included clear information about how people were to be supported and the equipment needed to safely assist people with moving and handling.
We observed staff in the communal areas of the home supporting people in a timely manner and assisting people using appropriate moving and handling equipment.
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.
People had been cared for in a safe, clean and hygienic. Regular audits were completed on the environment to ensure they were safe and any risks were minimised.
Staff received suitable training to enable them to support people safely and understand different people's needs.
Is the service effective?
People's health and care needs were assessed with them, and they were involved in writing their plans of care.
We saw that people received the care set out in their care plan and people received the support that they needed.
Is the service caring?
People using the service, their relatives, friends and other professionals involved with the service completed an annual satisfaction survey. Where shortfalls or concerns were raised these were addressed.
We saw that staff spoke to people in an appropriate manner and responded appropriately to their requests for assistance.
People's preferences, interests and diverse needs had been recorded and care and support had been provided in accordance with people's wishes.
Is the service responsive?
People knew how to make a complaint if they were unhappy. We looked at how these complaints had been dealt with, and found that the responses had been open, thorough, and timely. People could be assured that complaints were investigated and action was taken when necessary.
Is the service well-led?
There was a manager in the service that was registered with the Care Quality Commission. People knew who the manager was and felt they could raise concerns with either the manager or the staff and this would be responded to appropriately.
The service worked well with other agencies and services to make sure people received their care in a joined up way.
Staff told us they were clear about their roles and responsibilities. Staff received regular training to enable them to fulfil their roles and this was kept under review.
The service had a quality assurance system, records seen by us showed that identified shortfalls were addressed promptly. As a result the quality of the service was continuingly improving.