Archived: 6 The Potteries

The focus of the inspection was to answer five key questions; is the service safe, effective, caring, responsive and well-led?

Is the service safe?

People had individual risk assessments. Where a risk or need had been identified, there was a written plan to inform staff as to how to reduce the risk. Where people required support to take medicines this was managed safely. There were enough staff to support people and appropriate checks were undertaken before staff began work.

CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. We found staff had been trained to understand when an application should be made, and how to submit one. There were proper policies and procedures in place and these had been followed.

Is the service effective?

We observed people were happy with the care they received. People and and their representatives had been fully involved in the planning of their care. It was clear from what we saw and from speaking with staff they understood people's care and support needs and they knew them well.

Is the service caring?

We observed that staff had a good understanding of people's support needs. They were supportive and were available when people needed them. Staff spoke about and to people in a caring and respectful manner. They knew people well and treated them as individuals.

Is the service responsive?

Records showed people's preferences and interests had been recorded. We found care and support had been provided to meet their wishes. People were supported to maintain and increase their independence. We saw that action had been taken when people's needs changed or their health deteriorated. There was evidence that the organisation responded to concerns and was committed to improving the service.

Is the service well-led?

People were asked their views and these were listened to. The provider had been proactive in making improvements to the service. There were systems to record, monitor, evaluate and improve the service, care and support that people received.

People who used the service told us they felt safe. People said they would talk to staff or the manager if they were worried and said they were confident that staff would help them to resolve the issue.

People were not always protected against the risks associated with medicines because some medicines care plans were not clear and staff had not supported people to receive the medicines they were prescribed.

Most of the people who used the service and staff that we spoke with felt there were sufficient staff available at all times to meet people's needs. In five of the six of the supported living services that we visited as part of the inspection we saw that sufficient staff were available. However, in one supported living service on the Isle of Wight there were not enough qualified, skilled and experienced staff to meet people's needs. This meant that people were not always able to take part in their planned activities or receive personal care at a time suitable to them.

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.