Archived: Dovecote Care Home

' 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.

Is the service safe?

The people who lived in the home and their relatives were pleased with the care provided and felt that their views were respected and listened to. The staff worked in a safe and hygienic way and used appropriate protective clothing. There were enough staff to meet the needs of the people living in the home and a member of the management team was available on call in case of emergencies. One person said: ' I feel safe. They have been lovely.'

Staff personnel records contained all of the information required by the Health and Social Care Act. This meant the provider could demonstrate that staff employed to work at the home were suitable and had the skills and experience needed to support the people living in the home.

The registered manager and the staff we spoke with understood the importance of safeguarding vulnerable adults, could identify potential abuse and knew how to report any incidents of abuse. One staff member said: ' If I thought something was wrong I would say so.'

Is the service effective?

People told us that they were happy with the care that had been delivered. One relative said: ' Mum's done amazingly well.' Another relative said: 'I think it is very homely and the staff are helpful and kind.'

Care records confirmed people's preferences, interests, needs had been recorded and care and support had been provided in accordance with people's wishes. One person said: 'They look after me.'

We heard that information was shared very effectively between staff. Several ways of sharing information included handovers, daily records, and monthly reviews with relatives.

Is the service caring?

People were supported by kind and attentive staff. We saw that care workers showed patience and encouragement when supporting people. One relative said: 'They are always really friendly.' One person using the service said: 'They are marvellous .'

Is the service responsive?

People's needs had been assessed before they were admitted to the home. People's needs were carefully described so that care workers knew exactly what tasks to undertake to support them. Changes in people's care needs were reported to the registered manager and they briefed senior care staff.

Where feedback from a customer care satisfaction survey mentioned an odour in some parts of the home the provider purchased an extensive air freshening system.

Is the service well-led?

Staff had a good understanding of the culture of the home and quality assurance processes were in place. One member of staff said: 'They get things sorted out.' People told us they had received customer satisfaction survey and that staff listened to their concerns. The registered manager met informally with families and was available whenever they visited. Staff told us they were clear about their roles and responsibilities and said they were: 'Well supported.'

We spoke with four people who were living at the home, and with a relative of someone who had recently been living there. People told us, "it's a good place here", "they look after me well", and, "the care here is really genuine".

The home had systems in place for gathering the views of people living at the home and their families. There was evidence that people's views were acted on.

Records were stored securely and there were effective systems in place for making sure that they were kept up to date.