Archived: Newline Rest Home

We considered all the evidence we had gathered under the outcomes we inspected.

We used the information to answer the five key 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. The summary describes what we observed, the records we looked at and what people using the service, their relatives and the staff told us.

Is the service safe-

We inspected the staff rotas which showed that there were sufficient staff on duty to meet people's needs throughout the day. Therefore people received a consistent and safe level of support.

Recruitment procedures were generally rigorous and thorough.

The manager and staff understood their responsibilities under the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS). Although no DoLS applications had been made, the manager was able to describe the circumstances when an application should be made and knew how to submit one.

Each person's care file had risk assessments which covered areas of potential risk such as pressure ulcers, falls and nutrition. When people were identified as being at risk, their plans showed the actions required to manage these risks. These included the provision of specialist equipment such as pressure relieving mattresses, hoists and walking aids.

Staff demonstrated good knowledge and awareness of their responsibilities for infection prevention and control and there was evidence staff had received relevant training.

We spoke with four visitors and they told us they were pleased with the standard of care and facilities provided by the service. One person told us they were happy their relative was well cared for and were always made to feel welcome when they visited.

Is the service effective-

People had an individual care plan which set out their care needs. We saw wherever possible people had been fully involved in the assessment of their health and care needs and had contributed to developing their care plan. This meant that people were sure that their individual care needs and wishes were known and planned for and that they had the equipment they needed to meet their individual needs.

The home had a good working relationship with other healthcare professionals and always followed their guidance and advice. The input of other healthcare professionals involved in people's care and treatment was clearly recorded in their care plan. We spoke with one healthcare professional who told us they had no concerns about the care people received.

Is the service caring-

The visitors we spoke with told us they were very happy with the care provided and in their opinion people were well looked after. They described staff as friendly, patient and caring.

People who used the service told us they were happy with the staff at Newline and with the care they provided. One person said, 'The staff are excellent and really care about the people they support." Another person told us, 'I have no complaints at all about the care provided.'

We found the care staff we spoke with demonstrated a good knowledge of people's needs and were able to explain how individuals preferred their care and support to be delivered. We found the atmosphere within the home was warm and friendly and we saw staff approached individual people in a way which showed they knew the person well and knew how best to assist them.

Is the service responsive-

People told us they were able to participate in a range of activities both in the home and in the local community.

People who used the service and their relatives told us they were involved in reviewing their plans of care when their needs changed. We saw evidence people's care plans were reviewed on a monthly basis or sooner if there were significant changes in their physical or mental health.

People knew how to make a complaint if they were unhappy. People told us the service took complaints seriously and looked into them quickly.

Is the service well-led-

We saw there was a quality assurance monitoring system in place that was designed to continually monitor and identify shortfalls in the service and any non-compliance with the essential standards of quality and safety. However, the manager should ensure all quality audits are completed in a timely manner.

People who used the service and their relatives told us they had confidence in the management team and the manager was approachable and listened to what they had to say.

The staff we spoke with told us they were supported to carry out their roles effectively through a planned programme of supervision, appraisals and training. The staff confirmed regular staff meetings were held and the manager kept them up to date with any changes in policies and procedures which might affect the care and support people received.

Information from the analysis of accidents and incidents had been used to identify changes and improvements to minimise the risk of them happening again.

People experienced care, treatment and support that met their needs and protected their rights. Relatives we spoke with said they were happy with the care provided and praised the manager who they said was approachable and professional.

We saw that staff treated people with dignity and kindness. We observed that a friendly and positive approach was used, to ensure that the wishes and needs of people using the service were respected.

People were not protected from the risk of infection because appropriate guidance had not been followed.

People who lived in the home were at risk from trips and falls because the provider had not taken steps to maintain the original part of the building.

People were cared for, or supported by, sufficient suitably qualified, skilled and experienced staff.

The provider had effective systems to record and investigates complaints.

People who used the service told us they enjoyed living at the home and were very complementary about the care and support provided by the manager and staff. Comments included 'The home is clean and comfortable, the food is excellent and all the staff are kind and caring' and 'I am very happy living at Newline, all the staff are friendly and approachable and will do anything they can to help and assist you.'

The healthcare professional told us they had no concerns about the standard of care provided at the home and staff always followed their advice and guidance. They also told us that staff had a good understanding of people's needs.

The care staff we spoke with told us there were clear lines of communication and accountability within the home and they were supported by management to carry out their roles effectively through a planned programme of supervision, appraisals and training.