14 January 2019
During a routine inspection
People using the service lived in 44 self-contained one or two bedroom flats in a single building. There was a communal area on each floor and a communal dining area on the ground floor. At the time of this inspection, 32 flats were receiving a personal care and support service.
This inspection took place on 14 and 21 January 2019 and was announced. At the previous inspection which took place on 22 August 2016 the service was rated as Good.
The service did not have a registered manager. A registered manager is a person who has registered with the Care Quality Commission (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 2008 and associated Regulations about how the service is run. The previous registered manager had left employment in July 2018 and the provider was in the process of recruiting to the position. A senior member of the care staff team was acting as interim manager.
Staff were knowledgeable about reporting safeguarding concerns and whistleblowing. The provider carried out risk assessments to reduce the risks of harm people may face. Recruitment checks were carried out before new staff began working at the service. There were enough staff employed to meet people’s needs and keep them safe. The provider had systems in place to manage people’s medicines safely. People were protected from the risks associated with the spread of infection. The provider had systems in place to record and learn from accidents and incidents.
The provider assessed people’s needs before they began to use the service to ensure the right care could be provided. Staff were supported with training opportunities and regular supervision. There were communication systems in place to ensure changes in people’s needs were passed onto staff coming on duty. People were supported with their nutrition and to maintain their health. The provider and staff understood the requirements of the Mental Capacity Act (2005) and the need to obtain documented and verbal consent before delivering care.
Staff were knowledgeable about people’s care needs and preferences. Staff understood how to develop caring relationships with people. The provider involved people and their relatives in the care planning process. Staff were knowledgeable about equality and diversity. People’ privacy, dignity and independence were promoted.
People’s care preferences were respected. Staff understood how to deliver personalised care. Care plans were personalised and contained people’s preferences. People’s communication needs were met. The provider had a system to record and deal with complaints. Staff received end of life care training so they would be prepared to provide this type of care appropriately should this be required.
The provider had a system to obtain feedback from people using the service and their relatives in order to identify areas for improvement. People and staff had regular meetings to keep updated on service development. The provider carried out quality audits and worked in partnership with other agencies to identify areas for improvement.