9 August 2016
During a routine inspection
The service did not have a registered manager. 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.
When people could not make decisions for themselves mental capacity assessments were not always in place and specific to the decision.
People felt safe and when risks to people were identified action was taken to reduce these risks. Staff understood how to recognise and report potential abuse and there were procedures in place to ensure these were followed. Medicines were managed in a safe way and support was offered by staff when needed.
People felt staff were kind and caring towards them and there were enough of them to offer the required support. We found staff received an induction and training that was relevant to support people. People’s privacy and dignity was upheld and staff encouraged people to remind independent. The provider had procedures in place to ensure staffs suitability to work with people.
When needed people were offered support to eat and drink and with to participate in hobbies and pastimes they chose. Staff supported people to make and attend health appointments if requested.
Quality monitoring and spot checks were completed by the provider. This information was used to make improvements to the service. The provider sought the opinions of people who used the service to make improvements for them. Staff felt they were listened to and were given the opportunity to raise any concerns. There was a complaints procedure in place and when complaints had been made the provider had responded to them in line with their policy. The provider understood their responsibilities around registration with us.