13 December 2017
During a routine inspection
The service had a registered manager in place at the time of our inspection. 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.
People felt safe receiving a service. Staff were trained in safeguarding adults and understood how to protect people from abuse and recognised where people may be at risk of harm. There were processes to minimise risks to people’s safety; these included procedures to manage identified risks with people’s care and for managing people’s medicines safely. There were enough suitably trained staff to deliver safe and effective care to people. Checks were carried out prior to staff starting work to ensure their suitability to work with people who used the service.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. People were able to choose how they wanted to receive their support. Care plans and risk assessments contained relevant information to help staff provide the personalised care people required.
People had a small team of staff who provided their support and had caring relationships with them. Care was planned and reviewed with people and the provider ensured that people’s choices were followed. People’s privacy and dignity were respected and upheld by the staff who supported them.
People knew how to make a complaint if they needed to. People and staff were confident they could raise any concerns or issues with staff and the registered manager, knowing they would be listened to and acted on.
People were asked for their feedback on the quality of the service and their contribution supported the development of the service. Quality assurance systems were in place to identify where improvements could be made and the provider worked in conjunction with others to share ideas and to develop the service.