21 July 2014
During a routine inspection
Is the service safe?
We saw records which showed all staff had attended training in safeguarding adults and the Mental Capacity Act (2005). All care workers and managers we spoke with demonstrated a good knowledge of the principles of safeguarding and gave us examples of raising concerns and of the provider following these concerns up. The staff we spoke with understood the procedures they needed to follow to ensure people were safe.
Procedures for dealing with emergencies were in place and staff were able to describe these to us.
Is the service effective?
People had an individual care plan which set out their care needs and they told us they had been fully involved in the assessment of their health and care needs and had contributed to developing their care plan. Staff were aware of people's preferences, interests, aspirations and diverse needs and supported people to meet these.
The service had systems in place to monitor the care provided and to ensure people were happy with it.
Is the service caring?
People we spoke with said they felt staff treated them with respect and dignity. We saw staff introducing themselves and talking and listening to people in a respectful and warm way. Care workers showed patience and gave encouragement when supporting people. People told us "the staff are very supportive" and "they're always kind". People told us they felt safe and secure and this was confirmed by friends and relatives. Our observations of the care provided, discussions with people and records we looked at told us that individual wishes for care and support were taken into account and respected.
Is the service responsive?
Information about the service was provided both verbally and in writing and focused on people having choices and on helping them maintain their independence. People told us they had been given opportunities to ask questions and had any concerns listened to and acted on. Most people and relatives knew how to make a complaint if they were unhappy. They told us the service took complaints seriously and looked into them quickly.
The service worked well with other agencies and services to make sure people received the right care. People told us they were involved in reviewing their plans of care when their needs changed.
Is the service well-led?
The service had quality assurance systems, and records showed identified problems and opportunities to change things for the better were addressed promptly. As a result the quality of the service was continuously improving.
Staff told us they were clear about their roles and responsibilities. They had an understanding of the ethos of the service and quality assurance processes were in place. This helped to ensure people received a good quality service at all times.