Archived: Clairmont Residential Home

- Is the service safe?

CQC monitors the operation of Deprivation of Liberty Safeguards (DoLS) which applies to care homes. We spoke with the registered manager who demonstrated her knowledge of the procedures to follow. We saw evidence that an application had been submitted following correct procedures and that proper policy relating to DoLS was in place. We saw evidence that all staff had been trained in DoLS, in the Mental Capacity Act 2005 and in the safeguarding of vulnerable adults. We found that people's mental capacity was assessed and best interest meetings were held according to legal requirements. We found risk assessments with clear action plans were in place to ensure people remained safe. There were sufficient numbers of suitably qualified, skilled and experienced staff employed for the purpose of carrying on the regulated activities. The records that were kept were accurate, fit for purpose and regularly maintained.

- Is the service effective?

People and their relatives told us they were satisfied with the quality of care that had been delivered. A relative told us, "The care workers are efficient and very compassionate. When my relative's needs increased to remain cared for in bed, her care plan changed to meet those needs and I was kept informed and involved". We saw that the delivery of care was in line with people's care plans and assessed needs. We found that the staff had received training to meet the needs of people living at the home. Staff received additional training when needed and when they requested it. Training courses included dementia, diabetes, palliative care, mental health and Parkinson's disease.

- Is the service caring?

We found that people who lived in Clairmont Residential Home were supported by kind and attentive staff. We observed staff interacting with people who used the service and noted how staff provided encouragement, reassurance and practical help. We saw staff helped people with their care and support, at mealtimes and during activities with patience and kindness. A relative of a person who used the service told us, "Everyone is ever so kind and welcoming, and there is always a good calm atmosphere because the residents are relaxed". Another relative said, "The family are delighted about this home, the care is very good indeed".

- Is the service responsive?

People's needs had been assessed before they moved into the home and their support plans were reviewed regularly to reflect any change in their needs. We saw that people's records included people's history, wishes and preferences and goals to be achieved. People and/or their representatives were involved with reviews of care plans and were kept informed of any changes. People had access to daily activities that included outings, quizzes, singing, exercises and reminiscence.

- Is the service well-led?

We found that comprehensive policies and procedures that addressed every aspect of the service were in place. The registered manager operated a system of quality assurance and completed audits to identify how to improve the service. People and their relatives or representatives were consulted about how the service was run and annual survey questionnaires were sent and analysed. Staff told us they were able and encouraged to express their views and concerns they may have and were listened to. Complaints, incidents and accidents were appropriately recorded and audited. Staff's practice was regularly observed and supervised by the registered manager to identify whether additional training or refresher courses were needed. Records were kept securely, archived and disposed of appropriately according to legal requirements.

A compliance action had been made at the inspection visit dated 24 October 2012 as we had found at that visit that the provider had not kept the Statement of Purpose for the service under review and had not revised it where appropriate. At this visit we found that action had been taken to address this issue.

People told us that they were happy with the support they received, and that the staff looked after them well. People said they liked the food, there was a choice of menu and that they chose where to eat. People said they knew who to speak to should they have any concerns, but said they had no complaints. Comments from people that used the service included "Staff do support me", "I am happy here" and "Staff are looking after me well".

We saw comments from relatives that included 'Thank you for the best care you give to X', 'You made me feel part of the family at Clairmont', 'Thank you for all the kindness and gentle patient care' and 'Thank you for making X's birthday such a success'.

We found that care staff were appropriately recruited, trained and supervised so that they could meet people's individual care needs.

Care records seen showed that people were supported with their care in a way that was individual and in accordance with their wishes.

Comments from people that used the service included 'Staff do support me', 'I am happy as can be here' and 'Staff are looking after me well'.