An inspector carried out a planned inspection and gathered evidence against the outcomes we looked at to help answer our five key questions; Is the service caring, is the service responsive, is the service safe, is the service effective, is the service well led?Below is a summary of what we found. The summary is based on our observations during the inspection, discussions with people using the service, the staff supporting them and looking at records. If you wish to see the evidence supporting our summary please read the full report.
Is the service safe?
People told us they felt safe in the service. We found sufficient staff were available to deliver people's care and support needs and they received the training required to provide safe, appropriate care and support. Appropriate checks had been carried out before staff started working with people to ensure they had the appropriate knowledge, skills and experience to meet people's care and support needs.
People were protected from the potential for abuse and neglect as the provider had taken reasonable steps to ensure staff recognised the signs of abuse. Staff we spoke demonstrated their knowledge in recognising signs and symptoms of abuse and how to report concerns. The registered manager demonstrated how concerns were investigated with necessary actions identified, taken and followed up.
The provider had an effective system in place to analyse any incidents that occurred when providing care and support for people in their homes. Records were accurately maintained, which meant the risk of people receiving unsafe care was minimised.
Is the service caring?
People told us they were treated with respect and dignity by the staff. We found people were supported appropriately and sensitively by kind and considerate staff. We spoke with staff who told us about how they provided care and support. People we spoke with were positive about the caring nature of staff members supporting them. One person told us, 'The person who helps me does treat me with respect.'
Is the service effective?
People's health and care needs were assessed with them. We saw evidence to show people and their relatives or advocates had been involved in writing and agreeing their care plans. Specialist dietary and healthcare needs had been identified in care plans where required. People we spoke with told us they received the support needed. People's care was subject to review so staff could ensure their needs were being met effectively.
Is the service responsive?
Staff we spoke with demonstrated they would report any concerns to the registered manager and were confident these would be addressed. This was confirmed by a staff member we spoke with who told us, 'I recently noticed (a person who used the service) had developed a (health concern). I reported it straight away to the manager and we supported the person to access their doctor.'
We saw there was an effective complaints procedure in place. One person told us, 'I don't have any reason to complain but I know who to speak to if I did.'
Is the service well led?
People we spoke with, staff and relatives were positive about the management of the service. Staff told us they felt supported by the registered manager.
We found monitoring and reviews of the service were carried out regularly and highlighted actions were completed in a timely manner.