12 May 2016
During a routine inspection
There was a manager registered with the Care Quality Commission (CQC). 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 and were supported by staff who knew how to keep them safe and understood their responsibilities to protect people from the risk of abuse. Risks to people’s health and safety were managed, but plans in place did not always identify or reduce the risk to people’s safety. There were enough staff at the time of our visit to meet people’s care needs and staff were recruited safely. People received the level of support they required to safely manage their medicines.
People were supported by staff who received appropriate induction, training, supervision and a yearly appraisal. Staff felt fully supported by management. People’s rights were protected under the Mental Capacity Act 2005. People received the assistance they required to have enough to eat and drink. External professionals were involved in people’s care as appropriate.
People were treated with kindness and compassion and spoke complimentary of the staff. People reported positive and caring relationships had been developed between themselves and the staff. People felt able to contribute to decisions about their care and were involved in the planning and reviewing of their care and how they wanted their care delivered. People were treated with dignity and respect by staff who understood the importance of this.
People received the care they needed and staff were aware of the support each person required. Care records were written in a way that focused on people’s wishes and respected their views that provided information for staff so people could receive relevant care. However, they were not written in a person centred way. A complaints process was in place, and people felt able to make a complaint and felt staff would respond in a timely manner.
The service promoted a positive culture that was transparent and open. People felt the service was well run. Staff felt supported by the management. All staff felt the registered manager was approachable and listened to their views or concerns. People were encouraged to share their experience about the service and feedback on these experiences. There were a number of quality assurance processes in place that regularly assessed the quality and effectiveness of the support provided.
We identified one breach of the Health and Social Care Act 2008 (Registration) Regulations 2009. You can see what action we told the provider to take at the back of the full version of this report.