18 April 2017
During a routine inspection
There was 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. At the time of our inspection 327 people received care and support services.
People told us they felt safe in their home with the care staff that supported and cared for them. Care staff understood how to protect people from abuse and were clear about the steps they would need to take if they suspected someone was unsafe.
People had their individual risks assessed and had plans in place to manage them. People who had support with their medicines had them administered when needed and by staff who were trained and competent to do so.
The provider had made appropriate recruitment checks on staff and there were sufficient care staff to provide support people in their own homes. Care staff felt they had received training to do their job and meet the needs of the people they supported.
People told us they had developed good relationships with the care staff that supported them. They felt they were kind and caring and treated them with dignity and respect. Care staff respected people’s homes and belongings and people were supported to maintain their independence.
People were involved in how their care and support was received. Care staff understood they could only care for and support people when they consented. When required care staff assisted people to access healthcare professionals to maintain their health and wellbeing.
People who used the service were able to raise concerns and the provider had a system to deal with any complaints. People said care staff listened to them and they felt confident they could raise any issues should the need arise and that action would be taken.
People were complimentary about the management of the service. People were regularly asked to provide feedback about the quality of the service they received. The provider ensured regular checks were completed to monitor the quality of the care that people received and to action where improvements were needed.