21 August 2014
During a routine inspection
Below is a summary of what we found. The summary describes what people using the service and the staff told us and the records we looked at.
At the time of the inspection 21 people were using the service. We spoke with six people who used the service during our visit to Ivy Close. After the inspection we spoke with two other people, three relatives and two social workers who had recently been involved with the service. We met six staff during our inspection and spoke to four others on the telephone.
Is the service safe?
We saw that plans were in place that made sure staff had information to keep people safe. Where a risk had been identified it detailed how to minimise or manage the risk.
People were being safely supported to manage their medicines.
The registered manager and senior staff understood the requirements of the Mental Capacity Act 2005, its main Codes of Practice and Deprivation of Liberty Safeguards (as they related to domiciliary care) and put them into practice to protect people.
Is the service effective?
People we spoke with told us they were satisfied with the care and support provided and that their needs were met. We saw examples of people benefiting from the support provided.
Comments from people using the service included, 'They respect my wishes but give me ideas too' and 'I like my staff very much I don't want to lose them'.
People's needs were assessed with their full involvement and support was planned and delivered in line with each individual's plan. Consideration had been given to people's emotional and behavioural needs as well as the practical support they needed.
Staff we spoke with understood people's care needs and the support they required. They were clear about their role to support people to live as independently as possible.
Is the service caring?
People told us that the staff who provided care and support treated them with dignity and respected their wishes. They were able to live their lives as they wished.
Staff told us they cared about the person as an individual and were concerned about their well-being and personal development.
Is the service responsive?
People told us that they were asked for their views on their care and support and were listened to when they raised concerns. One person told us, 'I have completed a survey, I told them I am happy with them all' and 'Any problem I tell them at the office and they sort it out'.
Two recent medication administration errors had been taken seriously and reported to outside agencies. Action had been taken to improve the administration of medicines to prevent this from happening again.
Is the service well led?
People told us the registered manager and senior staff were approachable and helpful.
One person's relative told us, 'I have raised a couple of issues but have been happy with the response from the manager and team leader'. Another said, 'Improvements in the service have been made, the last two months have been brilliant'.
Staff felt the service was being well managed and there was an open culture where ideas were welcomed and the focus was on good outcomes for people using the service.