Archived: Waters View Residential Home

Our previous inspection of 11 and 28 August 2015 found that the service required improvement. There were breaches in regulation that related to the service not being up to date with the Mental Capacity Act 2005 and the assessment of people’s capacity to consent to care and treatment was not being undertaken in line with the Mental Capacity Act 2005 and ineffective quality assurance systems to ensure that the service continuously improved. Improvements were needed in the recording of external medicines and the assessment of risk in relation to pressure care. People’s needs, wellbeing and social inclusion was not effectively assessed, planned and delivered to meet their needs and improvements were required to ensure people were involved in their care planning. After this inspection, the provider wrote to us to say what they would do to meet the legal requirements in relation to the need for consent and good governance.

There were 14 people living in the service when we inspected on 4 October 2016. This was an unannounced inspection. During this inspection we found that improvements had been made.

People received care that was personalised to them and met their individual needs and wishes. Staff respected people’s privacy and dignity and interacted with people in a caring, compassionate and professional manner. They were knowledgeable about people’s choices, views and preferences and acted on what they said. The atmosphere in the service was friendly and welcoming.

Systems were in place which safeguarded the people who used the service from the potential risk of abuse. Staff understood the various types of abuse and knew who to report any concerns to. Procedures and processes guided staff on how to ensure the safety of the people who used the service. Recruitment checks were carried out on prospective staff with sufficient numbers employed who had the knowledge and skills to meet people’s needs.

Appropriate arrangements were in place to ensure people’s medicines were obtained, stored and administered safely.

The service was up to date with the Mental Capacity Act (MCA) 20015 and Deprivation of Liberty Safeguards (DoLS). Staff sought consent from people before supporting them with their care and respected their choices.

People were supported to see, when needed, health and social care professionals to make sure they received appropriate care and treatment.

People’s nutritional needs were being assessed and they were supported to eat and drink sufficiently.

Processes were in place that encouraged feedback from people who used the service, relatives, and visiting professionals. There was a complaints procedure in place and people knew how to make a complaint if they were unhappy with the service.

There was a system in place to manage complaints and use them to improve the service. There was an open and empowering culture in the service. Quality assurance processes were used to identify shortfalls and address them. As a result the service continued to improve.

During the inspection we received some positive comments from people living at the home. One person told us: "The staff are very nice, I'm more than satisfied with the care I'm given."

We checked that people had given their consent before receiving personal care or support. We saw that staff spoke kindly to people living at the home and there was a calm, happy, and relaxed atmosphere at the home.

A relative we spoke with told us: 'The staff discussed XXXX's care with me before coming to live at the home so they understand the correct approach to take.'

There were enough qualified, skilled and experienced staff to meet people's needs.

The processes and systems used by the provider ensured records were accurate, appropriate and well maintained.

During our visit we spoke with people who told us it was very nice at Waters View. We saw that people smiled and appeared relaxed and comfortable with staff and others living in the home.

During our inspection we saw that people received good care and that staff treated them with respect.