Archived: Birchwood Retirement Home

If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

People were treated with respect and dignity by staff. People told us that they felt safe living at the home. We saw that safeguarding procedures were in place and that staff understood how to safeguard the people they supported.

Systems were in place to make sure that the manager and staff learnt from events such as complaints, concerns and investigations. This reduced the risks to people and helped the service to continually improve.

During our last inspection on 20 September 2013, we found the provider had not acted in accordance with legal requirements when people did not have the capacity to give their consent. The provider had sent us an action plan which addressed these concerns.

During our inspection on 08 April 2014 we found the home had proper policies and procedures now in place in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards. Relevant staff had been trained to understand when an application should be made. This meant that people will be safeguarded as required.

Recruitment practice was safe and thorough and all the required checks had been carried out before staff commenced their employment.

Is the service effective?

There were details available for people who lived in the home and their relatives should they need to access an advocacy service so that they could have additional support.

People's health and care needs were assessed and they were involved in reviewing their care plans where appropriate. Specialist dietary, mobility and equipment needs had been identified in care plans where required.

Is the service caring?

People were supported by kind and attentive staff. We saw that care workers showed patience and gave encouragement when they supported people. People told us: 'I have been here years, it's my home. The food is wonderful, so much choice and if we want something else, it's no trouble.'

People who used the service, their relatives, friends and other professionals involved with the home completed an annual satisfaction survey. Where concerns or comments were raised these were addressed.

People's preferences, interests and diverse needs had been recorded and care and support had been provided in accordance with people's wishes.

Is the service responsive?

People knew how to make a complaint if they were unhappy. One person we spoke with told us: 'The manager is always around and if I am not happy with anything, they sort it out.'

We looked at the complaints log for the home and saw that they had been dealt with and found that responses had been open and timely. People can therefore be assured that complaints are investigated and action taken as necessary.

Is the service well led?

The service worked well with other agencies and services to make sure people received their care in a joined up way.

The service had a quality assurance system and records seen by us showed that shortfalls were addressed promptly. As a result the quality of the service was improving.

We found some people had given their consent to the care provided for them. A person told us, 'I am asked if I agree. They (staff) do what I want and how I want them to. I couldn't wish for better care. They give me all the support they can which is what I need them to do.' However we also found there was not a system in place to determine when people who used the service did not have the capacity to consent to their care

We found people were provided with a varied and nutritional diet. A person told us, 'The food here is excellent, definitely well cooked. If I am struggling to eat, they (staff) will help me.'

We found that suitable arrangements were in place to manage people's medication and ensure they received any medication they needed. A person told us, 'I am always asked if I am in pain and if I want to have some tablets to help.'

We found there were sufficient staff on duty to meet people's needs. A person told us, 'There is always someone there if I need something.' Staff would ensure the manager was made aware of any complaints. A person told us, 'If I was not happy I would tell the staff helping me.'

We spoke with three people living at Birchwood, two relatives of people living there, together with the registered manager and four members of staff.

We also looked at records. These included care plans, records of meetings and information about how the service operated. We also looked at information from surveys undertaken by the provider to assess the quality of service.

The people we spoke with said they were happy with the care and support they received and felt it was delivered in a safe way. They told us that staff offered them choice and respected their opinions while encouraging them to be as independent as possible.

One person living at the home told us, 'The girls (staff) are terrific.' Another said, 'We are very lucky to live here.'

People also said they felt confident taking any suggestions or concerns to the manager or any of the staff team. They were satisfied with the support they received and the service provided and raised no concerns.