We considered all the evidence we had gathered under the outcomes we inspected. We used the information to answer the five questions we always ask: Is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well led? This is a summary of what we found.Is the service safe?
People told us they felt safe. Safeguarding procedures were robust and staff understood how to safeguard people they supported.
People told us that they felt their rights and dignity were respected. One person told us, "The girls are good and polite."
Systems were in place to make sure that managers and staff learned from events such as accidents and incidents, complaints and concerns. Regular audits were in place to ensure that risk management systems were effective.
This inspection established that there were no concerns that people were being deprived of their liberty. The providers were aware of their responsibility in this area should such concerns arise.
Is the service effective?
People told us they were happy with the care and support they received. One person told us, "If I need help I can press my buzzer and they respond quite quickly."
People's health and care needs were assessed with them and they were involved in writing their plans of care. People said that their care plans reflected their current needs. One person said, "Staff sit beside me and we go through the care plan. I know what's in it."
Is the service caring?
We spoke with four people using the service and we asked them for their opinions about the staff who supported them. Feedback from people was positive with one person saying, "The staff always ask if it is all right. They ask permission."
The staff we spoke with were able to demonstrate a good understanding of the needs of the people living at The Great Hospital. We discussed the qualifications they had obtained so that they understood and were able to meet the individual needs of people. All the staff we spoke with made it clear that they genuinely cared for the people they supported.
People using the service and their relatives completed an annual satisfaction survey. The most recent survey was due to be evaluated in June 2014 and we saw some of the responses from the questionnaires that had been returned. The majority of the comments were very positive with one person writing, "The carers are sensitive to our point of view.'
Is the service responsive?
People knew how to make a complaint if they were unhappy. The service had not received any complaints within the last year but we could see from the complaints policy that investigations would be completed and action taken as necessary.
People told us that they felt the service was responsive to their needs. One person told us, "I know that if I need more help I can ask for it."
Is the service well led?
The service had a quality assurance system and audit records showed that any identified problems 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. Staff had a good understanding of the ethos of the service and quality assurance processes were in place. This helped to ensure that people received a good quality service at all times.