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Inspection report

Date of Inspection: 5 August 2014
Date of Publication: 9 September 2014
Inspection Report published 09 September 2014 PDF

Overview

Inspection carried out on 5 August 2014

During a routine inspection

We gathered evidence against the outcomes we inspected to help answer our five key questions; Is the service caring? Is the service responsive? Is the service safe? Is the service well led?

Below is a summary of what we found. The summary is based on our observations during the inspections, speaking with people using the service, the staff supporting them and from looking at records.

If you want to see evidence supporting our summary please read our full report.

Is the service safe?

Safeguarding procedures were in place and staff understood how to identify abuse and report concerns to safeguard people using the service.

Risk assessments were completed for each person using the service to identify potential risks such as falls or poor nutrition. There were systems in place to ensure the environment was well maintained and people knew how to respond if a person using the service became unwell. Accidents and incidents were reported and recorded; however, there was no evidence to show what actions had been taken in response to reported incidents. There was no evidence that analysis of incidents had been undertaken to identify trends and minimise the risk of reoccurrence of incidents. Staff received health and safety training and

There were systems in place and staff had received training to ensure people were protected from abuse and their human rights were upheld.

Is the service effective?

People�s health and care needs were assessed with their involvement where possible. A care plan was then developed which reflected the level and type of support each person required to be safe and receive care appropriate to their needs. People�s mental capacity to make informed choices had been assessed and we saw relatives had been involved to ensure their best interests were considered. People we spoke with told us they felt safe and their personal needs were met and staff ensured any changes they requested regarding their day to day care were acted upon.

Is the service caring?

We observed people using the service had their privacy and dignity respected. We spoke with people and their relatives. A relative said ''The staff have been here for several years and know how to care for my mother. They understand her, she is not the easiest person to look after but they never get ruffled and are kind and are genuinely caring.''

People had been involved in the planning of their care and supported to identify their preferences and what was important to them. Staff demonstrated a good understanding of each person�s needs and how to effectively communicate with them. This ensured people were supported and involved in decisions about their day to day care. We noted staff took time to answer people�s questions and provide suitable explanations in a respectful manner. One person we spoke with said ��the staff are very respectful but you can always have a joke and a bit of a banter with them.��

Is the service responsive?

People were invited to be involved and make decisions about their group activities but their wishes were respected when they did not wish to participate. We saw people had access to information about how to raise a concern. We noted safeguarding concerns had been correctly reported and responded to in a timely manner so people were protected. There was evidence to show the service worked effectively with other health care professionals such as dentists and doctors to ensure people received care they had needed. We observed peoples wishes about aspects of their care and daily activities were respected and responded to appropriately. We saw people had access to information about how to raise a concern or make a complaint.

Is the service well led?

The registered manager had completed infection control audits to check hand washing facilities were appropriate and available to staff to ensure the safety of people using the service. People using the service had been supported by their families to participate in a satisfaction survey and there was evidence to show the registered manager had responded to people�s feedback to improve the service.