Archived: Malvern House

This helped to answer our five questions: Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?

Below is a summary of what we found.

Is the service safe?

We saw that people were treated with respect and dignity by the staff team. People told us that they felt happy and safe living at the home. One person told us, 'I am looked after better here than anywhere else'. People were cared for in an environment that was homely, safe, clean and hygienic. Equipment in the home had been well maintained and serviced.

The registered manager set the staff rotas. People's individual needs had been taken into account when making decisions about the numbers, qualifications, skills and experience required. This helped to ensure that people's needs were always met.

It the service effective?

People told us that they were pleased with the level of care that was being delivered to them and that their needs were being well met. From our observations and through speaking with staff it was clear that there was a good understanding of each person's assessed needs and that personal preferences were accommodated. People told us that they had been involved in deciding the type of support that would help them and that they had agreed with what was written in their care plan. One person told us, 'I enjoy living here. It's a nice house, nice people who know what they are doing and how to do things for us'.

Is the service caring?

We saw that there was a good, supportive and friendly rapport between people living at the home and the staff team that supported them. Staff were attentive to people's needs and showed understanding and encouragement when supporting them. We observed that people were free to do things at their own pace and at a time of their choice. One person commented, 'I think I am going to live here until the end of my days. It's what I want, it's alright here. They look

after us well".

We saw that satisfaction surveys were periodically provided to people living at the home. We looked at the outcomes of the most recent satisfaction surveys, outcomes were all positive. However we also saw that people were very comfortable speaking with staff on an ad hoc basis in order to express their views or opinions. This was encouraged so that any issues or concerns could be immediately addressed.

People's preferences, interests and individual needs had been recorded along with the actions required to ensure these were met. This helped to make sure that people were provided with an individualised service that met their specific requirements. The information provided good guidance to the staff team so that consistency could be achieved.

Is the service responsive?

People spoken with said they were very satisfied with the range of activities they were able to enjoy. Activities were arranged to suit the needs and preferences of the individual. People told us how much they enjoyed their holiday away with members' of staff and the interesting places they had visited. One person we spoke with said that they also enjoyed working at the charity shop and their paid employment work at the weekend.

A copy of the home's complaint procedure was freely available in the reception area of the home for people to access at any time. This was provided in an easy read format making it easier for people to understand. Everybody we spoke with said they would tell somebody if they were unhappy about anything and people were clear about who they would speak with. One person said, 'If I was unhappy I would speak with *** or *** or any other staff member'.

Is the service well-led?

Staff worked with other agencies and services to make sure that people received their care in a timely and joined up way.

Staff had a good understanding of the ethos of the home and quality assurance systems that were in place. This helped to ensure that the quality of the service was continually improving.

The staff member spoken with told us that they were clear about their role and responsibility and that they felt very well supported by the management team. Staff confirmed the supervision arrangements in place and that they had opportunity to have their say. This helped to influence change. We were also told that staff team worked well together for the benefit of the people living at the home.

The service had a quality assurance system in place. Records seen by us showed that any identified shortfalls were addressed promptly. This helped to ensure that a consistent service was maintained that helped to protect people and keep them safe.

The people living at this home had been supported by the provider for a number of years. They told us they were happy living in the home and they felt safe and comfortable. They told us they were involved in decision making about their care and their views were always respected.

People told us they enjoyed their meals and they could pursue activities individually and as a family group. One person said, 'We are well looked after. The staff are very kind. We have just had a holiday together and had a great time. We all go to the pub on a Friday night. Another person said, 'Very happy thank you. I am well looked after and I enjoy my meals'.

The people being supported at this home lived in a normal family environment with the provider.

People we spoke with told us they could express their views and were involved in decision making about their care. They said they were treated with dignity and respect and encouraged to maintain their independence. They told us they enjoyed being able to pursue activities individually and as a family group.

When asked about routines in the home residents told us it was relaxed and the staff were always around for them. One person told us, 'I have been here for some time and I like the way its run. I feel very comfortable here.'

We were able to speak with two people during the day of the inspection about their care and support. We spent time in areas of the home, including lounges and the dining areas. This helped us to observe the daily routines and gain an insight into how residents care and support was being managed.