Archived: Four Seasons

Four Seasons is a converted domestic property in a residential area on the outskirts of Dover. It provides accommodation and support for five people with learning disabilities. Some people need help to manage their physical and mental health conditions and some people have mobility and sensory difficulties.

The deputy manager was leading the service and was present at the inspection as the registered manager was away. 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.

The home was run in a family style. It was warm, friendly and everyone was treated and respected equally. People were cared for and supported to develop their independence in a secure environment so that their confidence could grow. People said that they were happy and settled in the home and lived an active lifestyle. Staff were kind and caring and were skilled at supporting people to learn and develop new skills. A visiting relative said, “I knock on the door and it doesn’t matter who’s on, they always say do you want a cup of tea and have time for a chat. I couldn’t wish for better.”

People’s needs were assessed and their preferences taken into account when they moved into the home. People were given time to get to know people and to settle into the home. Each person had a key worker who was the person who would take a particular interest in making sure they had what they needed. Care and support plans were designed around people’s individual interests and needs. These were written in a way people could understand and included pictures and photos.

Staff were trained and competent to carry out their roles. Staff were supervised and had yearly appraisals. All staff were checked before they started work at the service to make sure they were of good character and safe to work with people. Staff knew about abuse and the signs to look for and how to report it.

People were given the support they needed to make any concerns known to the staff. Systems were in place to manage complaints received. People said or indicated that they felt safe and secure at Four Seasons.

The Care Quality Commission is required by law to monitor the operation of the Deprivation of Liberty Safeguards (DoLS). Arrangements were in place to apply to the supervisory body for a DoLS authorisation when necessary. People were not restricted and went out when they wanted to.

People were supported to participate in a variety of activities that they enjoyed. Potential risks to them had been identified and were managed to keep them as safe as possible. There were enough staff on duty to meet people’s needs with staffing planned around peoples’ appointments and activities.

People were supported with their health and to understand how to stay healthy. Staff spent time with people explaining in a way they could understand about health conditions and healthy living. Information was designed so that it was meaningful for each person. People had photos, pictures, large print explaining medical procedures. Some people had photos of the step by step procedure if they were attending medical appointments or treatment. For example, having a flu vaccination. Each person had learnt about their medicines and took their own with the support they needed.

People were encouraged to eat healthily and all were involved in deciding what to eat and helped at mealtimes.

People were able to share their views about the service provided and there was a system of gaining feedback from relatives, visitors and visiting professionals.

Health and safety audits of the environment and equipment were carried out regularly to make sure people were safe in the service. Environmental risk assessments were in place and each person has a personal plan to be actioned in the event of an emergency.

The staff we spoke with had knowledge and understanding of people's needs and knew people's routines and how they liked to be supported.

Checks were made on staff, as part of the recruitment process, to make sure that people were safe to support vulnerable people.

We saw that people's views about the service were being sought and acted on. Regular monitoring, audits and checks by the providerand staff ensured the service was safe.

People told us they felt safe and were happy living at the home. One person said: "I like my room it has recently been decorated". They said they would talk to the staff if they had any concerns and staff would listen to them.

We saw comments from a recent quality survey sent to people using the service, health care professionals and visitors to the home. People said: "I am very impressed with the relaxed, calming atmosphere of the home". "I am very pleased how my relative is looked after".

People's health needs were supported and the service worked closely with health and social care professionals to maintain and improve people's health and well being. People said that they had support to attend doctors, optician and dental appointments.

The staff we spoke with had knowledge and understanding of people's needs and knew people's routines and how they liked to be supported. People said the staff were polite and caring. They told us they were satisfied with the service.