22 April 2014
During a routine inspection
Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, the staff supporting them and from looking at records.
If you want to see the evidence supporting our summary please read our full report.
Is the service safe?
People told us they felt safe. We saw that the provider had recently changed the service's external locks in response to raised safeguarding concerns. This meant that the provider responded to concerns in order to keep people safe.
Care records showed that risks to people had been identified and appropriate plans put in place to protect people from harm. Staff we spoke with were aware of the care that people needed to keep them safe. This ensured that the provider was able to identify that people were receiving the care they needed to keep them safe from the risk of harm.
People were cared for in an environment that was safe, clean and hygienic. The provider conducted regular maintenance checks and audits. People, staff and visitors were protected against the risks of unsafe or unsuitable premises.
People had their health and welfare needs safely met as there were sufficient numbers of staff on duty. Recruitment practice is safe and thorough. This meant the provider could demonstrate that the staff employed to work at the home were suitable and had the skills and experience needed to support the people living in the home.
CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. While no applications have needed to be submitted, proper policies and procedures were in place. Relevant staff have been trained to understand when an application should be made, and how to submit one.
Is the service effective?
Where necessary risk assessments had been undertaken and were used to help staff provide appropriate, safe and consistent support to people living in the home. Care plans contained information and guidance about people's specific conditions to enable care staff to meet the individual needs of the people who used the service.
The service supported people's human rights. We saw that people living at the home regularly visited people that were important to them.
People who used the service were asked to comment on the service provided, this included questions about the support they received. Information was provided to people in ways which met their communication needs.
People's needs were taken into account. For example, where people had restricted mobility they were offered ground floor bedrooms and bedrooms were adapted to reflect their interests or their health conditions.
Is the service caring?
Through observation and from speaking with staff it was clear that they genuinely cared for the people they supported. We saw staff speak to the people with warmth, dignity and respect. When a person asked for something or support with their care needs we saw that staff responded quickly and effectively.
Staff gave people choices about what they wanted to do and where they wanted to eat their meals. People were supported to engage in the local community and practice their specific faiths and beliefs.
People's preferences, interests, aspirations and diverse needs had been recorded and care and support was provided in accordance with people's wishes.
We spoke with four people who used the service. We asked them for their opinions about the staff that supported them. Feedback from people was positive, for example one person told us, 'They look after me very well'. Another person said, 'We get on very well. I wouldn't want to change'.
We saw that care plans contained essential information about people's regular health assessments from other professionals. This ensured staff had access to information about people's needs and could provide the most appropriate care.
Is the service responsive?
The provider had a complaints policy which showed people how to make a complaint if they were unhappy. The manager was aware of the provider's policy and knew how to respond to concerns. We saw evidence that the provider had taken action when concerns were raised.
People were supported to comment on the care they received at regular meetings and were given information in a format which met their communication needs. People told us that the provider made them feel comfortable to raise concerns. A person who used the service told us, 'I can talk about anything. They will always listen'.
The service worked well with other agencies and services to make sure people received care in a coherent way. People were supported to attend doctors, dentists and other health appointments when needed. The provider supported people to seek the opinions of other health providers in order to gain further information about specific conditions.
Is the service well-led?
The provider regularly sought the views of the people who used the service. We saw evidence that they had introduced changes to how people were supported in response to comments received.
Staff told us they were clear about their roles and responsibilities. Staff had a good understanding of the ethos of the home and the quality assurance processes that were in place. We saw that there were meetings with staff to discuss quality issues and this helped to ensure that people received a good quality service at all times.
The service had a quality assurance system and records showed that identified problems and opportunities to change things for the better were addressed. These included reviewing people's care records, the safety and suitability of the environment and equipment. Maintenance issues were addressed promptly. As a result the quality of the service was continuously improving.
We saw that there were safe systems for medicine management in operation. This included undertaking regular checks on medicine records to identify any problems and to ensure staff followed safe medicine procedures.
There was evidence that the provider had ensured that learning from incidents or accidents took place and appropriate changes were introduced or implemented to keep the people safe from harm.