Archived: The Dell

Most people who lived there were not able to communicate verbally and so we spent time speaking with relatives and staff, reviewing records and observing people in the home.

If you want to see the evidence that supports our summary please read the full report.

Is the service safe?

People were cared for in an environment that was safe, clean and hygienic. Equipment at the home had been well maintained and serviced regularly. There were enough staff on duty to meet the needs of the people who lived at the home. A family member said, "[My relative] is well cared for and I have no cause for concern."

Staff records demonstrated that mandatory training was up to date and that staff were trained to meet the complex needs of people who used the service. Staff were trained in caring for people with diabetes, complex communication needs and learning disabilities.

CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. While no applications have needed to be submitted, proper policies and procedures were in place. Relevant staff had been trained to understand when an application should be made, and how to submit one.

Is the service effective?

A relative told us that staff had managed their family member's care well and that they were also happy with the level of support shown to them during visits. It was clear from our observations and from speaking with staff that they had a good understanding of people's care and support needs and that they knew them well. A person who lived at the home told us that they were happy and felt safe living there.

People were cared for by staff who were supported to deliver care safely and to an appropriate standard. Staff had received training to meet the needs of the people living at the home and told us that they were able to put their training into practice.

Food was prepared freshly on site by staff who were trained to be able to meet the complex nutritional needs of people.

Is the service caring?

People were supported by kind and attentive staff. We saw that care workers showed patience and gave encouragement when supporting people. Staff took into account the complex needs of people when planning activities so that they could take part in these safely. We found that staff had learned to interpret the needs and wishes of people by studying nonverbal communication methods and taking into account the advice of family members and medical professionals.

Staff said that they were satisfied with the level of professional and emotional support they received from the manager.

Is the service responsive?

People's needs had been assessed before they moved into the home and these were checked by regular reviews. People's needs assessments included consideration of their dietary and nutrition requirements as well as their need for social interaction and stimulating activities.

People's preferences and interests were acted on by staff who used communication tools provided by involved health professionals to understand non-verbal communication. People had access to activities that were designed to stimulate them and help them to achieve personal goals such as the provision of a sensory room to help them relax. We found that care was delivered using individual health action plans which helped people to maintain independent living skills such as making tea and bathing.

Is the service well led?

Staff had a good understanding of the ethos of the home and quality assurance processes were in place. Staff told us that they were clear about their roles and responsibilities and that management support helped them to do their job effectively.

We spent some time speaking with people who use the service, but due to their complex support needs we were only able to acquire limited comments. People told us they, 'Love it here' and that they, 'Like the staff'. Comments about the home were seen in a relatives survey completed in August 2013 stating the home was, 'Friendly and caring '.

We found that staff attempted to gain consent and acted in people's best interests when necessary. One person told us that staff, "Always help me".

We saw that people's needs were assessed and their likes and dislikes were identified in their care records. The care plans contained a good level of information about how people should be supported to ensure their needs were met. One family member stated that their relative 'Appeared contented'.

Safe systems were in place to manage medicines. We saw that medicines were safely stored, appropriately handled and administered. Records kept in regard to the administration of medicines were accurate. All staff had received training about medicines.This meant people were protected from unsafe practices in medicines management.

There was an effective system to deal with complaints. Information about how to make a complaint was available to both people at the home, their relatives and visitors.