Archived: Centre House

We were unable to speak to some of the people using the service because of the nature of their condition.

People and relatives told us they were happy with the service they received. One relative told us, "He couldn't have any better care and support. They go out of their way to look after him; I don't think I could look after him any better myself.'

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan.

The provider had detailed policies in relation to infection control, the use of personal protective equipment and effective hand washing. Staff we spoke with told us, and records confirmed that all staff received regular training in infection control and food hygiene.

We found staff recruitment procedures were in place and records showed that these were followed when new staff were appointed. We saw appropriate checks were undertaken before staff began work.

The service had a complaints procedure that detailed the process to be followed in the event of a compliant. This indicated complaints should be documented, investigated and responded to within a set timescale.

People's care records and staff personal records were maintained and updated regularly. Records were kept securely and could be located promptly when needed.

Relationships between staff and people were clearly good. People told us that staff spoke to them nicely and we heard good natured exchanges of conversation between them. One person said, 'Yes, they (staff) make me laugh.'

We viewed care records for five people. Care plans were person-centred (written from the perspective of the individual) and we found that people had knowledge of, and had consented to, their care plans.

People we spoke with told us staff made them feel safe. We found that safeguarding arrangements were in place at the service and staff were aware of their responsibilities in this area.

We did not speak with people about support or training that staff received. However, staff told us, and we saw documentary evidence, that they were supported by the provider to deliver care and treatment safely and to an appropriate standard.

We found the provider had systems in place to assess and monitor the quality of the service, and to identify and manage risks to people.