17 April 2014
During a routine inspection
' 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?
People we spoke with told us that the felt safe at the service. One person said, "The staff her are really good, they make sure that I am Ok and I feel very safe and secure. Another person told us that they enjoyed going out on their own into Great Yarmouth. They used a local taxi service and the provider ensured that they had contact details at all times and knew when to expect their return.
However, paperwork and records held by the service did not support some of the things people who used the service told us. For example, although one person told us that they went out on their own at least once a week, there was no risk assessment to ensure that this was done safely.
Is the service effective?
The providers recruitment processes were followed by were not effective. They did not ensure that the right checks were in place or that staff had the skills, character and experience required.
Quality assurance measures were not effective in identifying where records were inaccurate. One care plan we looked at had been reviewed twice since a major life event had affected the person concerned but no changes had been made to the care plan.
Measures to assess whether people who used the service had capacity to make decisions themselves were not effective.
Is the service caring?
People who used the service told us that they were well cared for, they were happy with the staff team and the care provided. One person told us, "I am very happy at the moment, they are doing all they can for me." Another person we spoke with said, "I have never been happier in all my life." We asked one person about their meals and they told us, "The food here is lovely, they know what I like and what I don't like and remember. There is always plenty to eat and it is nice and hot."
Is the service responsive?
Records showed that a simple assessment of people's needs was completed before they moved to the service. However this did not cover all aspects of the person's life with little or no information about their background, social likes and dislikes or routines.
People who were able to access community facilities outside of the service were supported in doing so, one person we spoke with told us staff enabled them to go out for a drink on a regular basis, which they enjoyed. However, there was no evidence that the service responded to people's needs when they were within the service. Activity records showed that the only activities documented involved visits from family or friends. There were no activities structured to meet people's assessed needs.
Is the service well-led
The service was managed by its owner who spent most of their time at the service, supporting people who used the service as well as staff. This meant that at times, important paperwork was not being completed and measures were not in place to ensure the effectiveness of some of their procedures such as the recruitment process.
Staff supervision was not taking place on a regular basis. This was because the staff team was very small, with the provider working alongside all of them regularly. This meant they could identify and deal with any issues that may arise.