Archived: Golden Hours Fellowship Limited

We spoke with people who use the service who told us that the carers consistently delivered a good quality service. One person who uses the service told us that they felt very comfortable, commenting 'Staff have patience, very happy and kind'. One relative we spoke with told us that 'The staff treat person using the service wonderfully, put themselves out'.

We observed during the inspection the care and assistance that the staff gave to people who use the service. People told us that there were enough staff and they were nice and treated them well. We saw that there were sufficient staff throughout the lunch that were able to assist people who needed help.

People who use the service, their representatives and staff were asked for their views about their care and treatment and they were acted on. We spoke with people who use the service and relatives who told us that they had different opportunities to feedback about their experiences of the quality of the service provided. Collated evidence about the quality the service was displayed at the entrance of the home.

During our visit to The Elders we found that the people using the service were well supported by staff competent to carry out care to meet individual's needs. There was also clear mechanisms in place to monitor the quality of the service provided and effectively manage care.

The information collected from these different mechanisms, when combined with our observation of the care and support provided, enabled us to conclude that the services provided both respected and involved the people who used them.

At The Elders we found a programme of care that clearly supported individual's (or others acting on their behalf) with their needs, from the point at which there were referred to the service, or before if required, to the point where they left the service or were supported with their end of life care wherever possible.

This care programme ensured that: each individual's nutritional and hydration needs were fully assessed and monitored; that people who used the service were protected from the risk of abuse; and that medicines were effectively managed by the provider.

We concluded that staff were competent to carry out their roles, and received support through regular supervision, and appraisal which were clearly documented.There was also a clear system in place to assess and monitor the quality of the service provided and effectively manage records.