All inspections: Marram Green - Care Quality Commission

Marram Green is very sheltered accommodation providing personal care to people living in their own flats, some of these people are living with dementia. When we inspected on 28 May 2015 there were 35 people using the service. This was an announced inspection. The provider was given 48 hours’ notice because the location provides a domiciliary care service.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons.’ Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

There were systems in place which provided guidance for care workers on how to safeguard the people who used the service from the potential risk of abuse. Care workers understood their roles and responsibilities in keeping people safe.

There were procedures and processes in place to ensure the safety of the people who used the service. These included risk assessments which identified how the risks to people were minimised and regular checks on the environment and equipment.

Where people required assistance to take their medicines there were arrangements in place to provide this support safely.

There were sufficient numbers of care workers who were trained and supported to meet the needs of the people who used the service. Care workers had good relationships with people who used the service.

People or their representatives, where appropriate, were involved in making decisions about their care and support. People received care and support which was planned and delivered to meet their specific needs.

Where people required assistance with their dietary needs there were systems in place to provide this support safely. Where care workers had identified concerns in people’s wellbeing there were systems in place to contact health and social care professionals to make sure they received appropriate care and treatment.

A complaints procedure was in place. People’s concerns and complaints were listened to, addressed in a timely manner and used to improve the service.

Care workers understood their roles and responsibilities in providing safe and good quality care to the people who used the service. There was good leadership in the service. The service had a quality assurance system and shortfalls were addressed. As a result the quality of the service continued to improve.

We spoke with eight of the 43 people who used the service. We also spoke with the registered manager and three staff members. We looked at five people's care records. Other records viewed included staff training records, health and safety checks, staff and tenant meeting minutes and quality assurance records. 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 told us they felt safe living in the service and that they would speak with the staff if they had concerns.

We saw that the staff were provided with training in safeguarding vulnerable adults from abuse. Relevant staff had been trained in the Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS). This meant that staff were provided with the information that they needed to ensure that people were safeguarded.

The service was safe. We saw records which showed that the health and safety in the service was regularly checked. This included regular fire safety checks. Checks on equipment were undertaken to ensure that people were not put at risk.

There were gloves and aprons for staff to use to minimise the risks of cross infection. There were systems in place to ensure that people were protected from the risks of cross infection.

Is the service effective?

People told us that they felt that they were provided with a service that met their needs. One person said, "I can't fault it, the place and the staff." Another person said, "I get everything I need, I can't think of anything that they need to improve on." Another person said, "My flat is good, the staff have all been lovely."

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. The records were regularly reviewed and updated which meant that staff were provided with up to date information about how people's needs were to be met.

Is the service caring?

We saw that the staff interacted with people living in the service in a caring, respectful and professional manner. People told us that the staff treated them with respect. One person said, "They (staff) are all very nice, they are like our family now." Another person said, "They (staff) are all very good, the manager, the carers and the cleaners, all polite."

People using the service, their relatives and other professionals involved with the service completed satisfaction questionnaires. Where shortfalls or concerns were raised these were addressed.

Is the service responsive?

People's choices were taken in to account and listened to.

People told us that they knew how to make a complaint if they were unhappy. We saw that where people had raised concerns appropriate action had been taken to address them.

People's care records showed that where concerns about their wellbeing had been identified the staff had taken appropriate action to ensure that people were provided with the support they needed. This included seeking support and guidance from health care professionals, including a doctor and district nurse.

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.

The service had a quality assurance system and records seen by us showed that identified shortfalls were addressed promptly. As a result the quality of the service was continuingly improving.

For this inspection we visited six people to hear their views on the quality of the domiciliary care service provided by Marram Green.

The registered manager named in this report was not in post and not managing the regulatory activities at this location at the time of the inspection. Their name appears because they were still a Registered Manager on our register at the time.

People told us that they felt the service was well led, that their views were listened to and acted on. One person told us that the new manager, who had not yet registered, 'Seems to have their finger on the button, says they will do it and follows it through.'

People told us that staff were caring, responded to their changing needs and treated them in a respectful and kind manner. One person said staff, 'Always ring (their door bell) and say can I come in.' Another person who described the staff as, "Brilliant," said that, "They all seem to care."

People said they were supported to retain their independence and learn new skills. One person remarked staff, 'Let me do a lot for myself'it's important I keep doing things.'

People told us that they felt safe. One person said staff, 'Are all good, all lovely, only just got to press your button (in an emergency) and they are there, can't get better than that.'

We asked people if they would recommend Marram Green to others. They said they would. One person replied, 'I certainly would, they offer me reassurance and safety.'

We had the opportunity to talk with nine of the people who used the service. All of the people we spoke with were happy with the care they received. They told us that they were supported in the way they wanted to be and were able to make their own decisions regarding their care. They were complimentary about the care staff who supported them.

One person told us, 'I have absolutely nothing to complain about.' Another person said, 'I get everything I need.'

We spoke with three people who use the service in their own homes and also spoke with their relatives. We gained feedback on the service from visiting health and social care professionals. People we spoke with were well informed about the service they received. They told us staff worked with them to identify the level of care and support they wanted. Staff had then written this information into a care plan for people to keep as a record of their discussion.

People told us staff gave them the agreed level of support and care. That staff mostly visited them when they said they would. We were told that if there was a delay, it was normally due to an unforeseen emergency. One person told us that it gave them comfort to know if they ever required any urgent help, staff would be around to give it.

People told us they had confidence in the staff's abilities to support their individual needs. The majority of people found staff to be approachable and treated them in a respectful manner. People knew who their support carers were, who was in-charge, and who they could talk to if they had any concerns. People told us where they had raised any issues, they had been dealt with.

We were given several examples of how staff supported people to maintain their independence. This included becoming involved in the community life at Marram Green.

Archived: Marram Green

All Inspections

28 May 2015

During a routine inspection

30 July 2014

During a routine inspection

14 May 2013

During a routine inspection

3 October 2012

During a routine inspection

18 October 2011

During a routine inspection