We considered all the evidence we had gathered under the outcomes we inspected. We used the information to answer the five questions we always ask; ' Is the service caring?
' Is the service responsive?
' Is the service safe?
' Is the service effective?
' Is the service well led?
This is a summary of what we found.
Is the service caring?
At the time of our inspection 11 people lived at the home. We saw staff spoke with people respectfully, and provided support and reassurance when this was required. One person told us 'Staff care for me well', and another person said care workers 'Ask me what I want'.
Care workers told us they were aware of people's needs as these were recorded in their care plans. They explained they talked with people to ensure they provided care and support as the person wished, and involved relatives where this was appropriate to help them understand people's preferences. We saw this reflected in the four care plans we looked at. We saw relatives were encouraged to visit their loved ones, and invited to join them for meals.
Is the service responsive?
People's needs were assessed and documented before they moved in to the home, and information was reviewed monthly or as needs changed. The manager asked people for feedback, for example regarding care provision, activities and the menu. We saw people's comments were acted on. At the time of our inspection new furniture was being placed in the lounge. A relative had previously commented in a survey that the lounge needed 'smartening up'.
Is the service safe?
We saw records were completed, reviewed, stored and disposed of appropriately. This ensured information was up to date, and confidential data regarding people and staff was protected in accordance with the Data Protection Act 1998.
Regular quality audits ensured the service was maintained safely. Checks and audits ensured servicing and training were completed in accordance with the manufacturers' guidance and provider's policies. For example, all staff had completed fire awareness training and conducted fire drills to ensure they could deal with a fire safely. Fire equipment was serviced regularly. Risks that may harm people were identified, and appropriate actions put in place to reduce the risk of harm. Monthly audits were in place to recognise trends.
Staff recruitment files did not contain all the information required to demonstrate that staff were suitable to work with vulnerable adults. A compliance action has been set in relation to this and the provider must tell us how they plan to improve.
CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. While no applications have had to be submitted, proper policies and procedures were in place. The manager was aware of when an application should be made, and how to do so.
Is the service effective?
We saw care workers supported people in accordance with their care plans. Care workers told us they worked well as a team, and communicated effectively. This ensured all staff were aware of updates to people's care and support needs. The people we observed during our inspection appeared comfortable with staff, and able to request support when they needed it. We saw requests for support were met promptly. People and their relatives told us they were satisfied with the care provided.
Is the service well led?
We spoke with three people who lived at the home, and three relatives of people. They all told us the manager and staff listened to their requests and responded appropriately. One relative told us 'I'm looking for humanity, not perfection. The home is well run, the manager is receptive to comments, it's calm and peaceful here'.
Staff told us they felt well supported by the manager, and could make suggestions to improve people's care and support in the home. They told us they felt part of 'a family'. The provider sought feedback from people through surveys and meetings, and informally chatted with people to ensure their views were gathered. Quality audits ensured the service provided appropriate and safe care for people.