5 October 2017
During a routine inspection
There was a manager in post who had registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the CQC 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 and associated Regulations about how the service is run.
Recruitment processes were completed to ensure staff employed to deliver care and support for people were of a good character and suitable to meet people`s needs safely. There were sufficient numbers of staff available to meet people’s individual needs, and the service provided to people was flexible.
Staff were able to identify potential risks to people’s health and well-being and they knew how to report concerns to protect people from harm. Staff received training in how to safeguard people from potential abuse.
Relatives told us that family members were kept safe and well cared for when they were being supported by the service.
People told us that they were involved with their care and staff always asked for their consent when providing care.
People told us staff supported them to take their medicines safely. Staff were trained in safe administration of medicine and had their competency regularly checked by the provider.
People and their relatives were very complimentary about the abilities and experience of the staff that provided care and support. Staff received training and regular updates to ensure they were up to date with their knowledge and best practice guidance.
Staff developed appropriate positive and caring relationships with the people they supported and their families.
People and their relatives where appropriate, were involved in the planning of the care and support people received. People's personal information was stored securely to maintain confidentiality.
People felt the staff provided care and support that promoted their dignity and respected their privacy. Staff were knowledgeable about people`s preferred routines and delivered care that was individualised to the person they were supporting.
People told us they felt that staff listened to them and responded to them in a kind and caring way. People and their relatives knew how to raise concerns and they were confident that the provider would take appropriate action to address any concerns in a timely way.
People were asked to provide feedback about the service they received and we saw an independent survey that reflected people were happy with the care and support they received.
People and their relatives were positive about the staff and the provider. The provider regularly audited the service and made the required improvements.