Archived: The Mews

Below is a summary of what we found. The summary describes what people using the service, and the staff told us, what we observed and the records we looked at.

Is the service safe?

People were treated with respect and dignity by the staff. Care plans identified people's needs and were reviewed. Staff demonstrated a good understanding of people's needs. People were given choices and supported to make decisions themselves. Risk assessments were in place and control measures identified. This meant that people's needs were met and people were kept safe. People we spoke with told us they felt safe at the home.

CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. Documented procedures were in place for The Mental Capacity Act 2005 and Deprivation of Liberty Safeguards. Relevant staff had been trained to understand when an application should be made and how to submit one. The acting manager agreed to speak with the Local Authority DoLS team to ensure the home was meeting updated guidance related to The Deprivation of Liberty Safeguards. This meant that systems were in place to safeguard people as required.

People were protected against the risks of infection because guidance had been followed. The provider was in the process of redecorating parts of the home and replacing old worn furnishings. Staff were trained in infection control.

Recruitment procedures were in place. Appropriate checks were undertaken before staff started work. Staff received induction, shadowed experienced staff and completed mandatory training. One person said, 'The staff are good.' This meant that people received care and support from staff who had the skills experience and knowledge to meet people's needs.

Systems were in place to make sure that managers and staff learned from events such as accidents and incidents, complaints and concerns. People had access to a copy of the complaints procedure. This was in pictorial format. Staff told us they would support people to make complaints and had regular meetings with people to gain their views of the service. This reduced the risks to people and helped the service to continually improve.

Is the service effective?

People experienced care and support that met their needs. People were supported to access the community. One person showed us their bicycle and told us they had just finished college. Another person told us they had been out to a day service. Records showed people were involved in their care reviews and had signed their service user agreements. One person told us about their person centred plan. This meant that people were involved in decisions about their care.

People's needs were taken into account with signage and the layout of the service enabling people to move around freely and safely. People were informed of key codes to the entrance. This was so they could access the garden when they wished.

Regular audits and checks took place. Issues identified were acted on. This meant the service had effective systems in place to identify improvements and continually meet people's needs.

Is the service caring?

People were supported by kind and attentive staff. We saw that support workers showed patience and gave encouragement when supporting people. We saw people responded positively to staff. One person said, 'Yes, I like it here'. Another person said, 'I'm happy here.'

People's preferences, likes, dislikes and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. People were involved in their day to day care and were supported to maintain relationships that were important to them. People's diversity and individuality were promoted and respected.

Is the service responsive?

We saw staff that responded quickly to meet people's needs and ensured people's safety and dignity was maintained. For example, staff responded quickly to a person who was known to suffer from seizures. We saw that people were supported to express their views and these were acted on. People had the opportunity to engage in activities both within the home and local community.

People and relatives were aware of how they could make a complaint. The home had received one complaint and this had been processed in line with their complaints procedure.

Is the service well-led?

The new acting manager was in the process of becoming the new registered manager. The service worked well with other agencies and services to make sure people received their care in a joined up way. Staff felt supported in their roles and felt their views were listened to. Staff we spoke with told us it was a close staff team.

The service had a quality assurance system. A number of audits were undertaken monthly. Parts of the home were being redecorated and new furnishings were on order. This was as a result of recent audit findings. This meant the quality of the service was continually improving.

During our visit we used different methods to help us understand the experiences of people who used the service. We spoke with people who lived at the home, staff members, the manager and the area manager. We checked care plans and other documents to check on the care provided in the home.

People who lived at the home told us they were happy there. One person told us: "I like it here". Another person said: "I like them (the staff) ' they're ok".

People were involved in decisions about their care, and where able, gave consent to the treatment and support they received. We found that care plans and risk assessments were kept under review. This meant that people received the care they needed.

We saw that the management and administration of people's medicines was undertaken safely which meant that people received their medicines as prescribed.

Staff were properly supported, trained and supervised to meet the needs of the people in the home.

The service had a complaints procedure which detailed how to deal with any comments and complaints made by people who used the service or their relatives.

We used a number of different methods to help us understand the experiences of people living at the home. These included observation, speaking with staff and looking at records. We spent time in the dining room and the lounge. We observed the care that people received. We saw good interactions between the staff and people who live at the home and we saw that people were given choices.

People told us, "We have different meals each day and we can choose what food we want". "Sometimes we go out for a meal or order a take away". "I like the staff". We found that the atmosphere of the home was relaxed and friendly.