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St Anne's Community Services - Norfolk Road Good

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Inspection report

Date of Inspection: 20 June 2014
Date of Publication: 20 September 2014
Inspection Report published 20 September 2014 PDF


Inspection carried out on 20 June 2014

During a routine inspection

Our inspection team was made up of a lead inspector. During the inspection we asked five questions; is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well led?

On the day of the inspection we met three people living at Norfolk Road. We talked with one person about their experience of care at Norfolk Road. Due to the communication difficulties of another person, we were unable to ask direct questions about their care but we spent time throughout the day observing their interaction with staff and their responses. Following the inspection we spoke with the relatives of two people by telephone. We talked with five staff including the area manager and the manager and looked at records. Below is a summary of what we found. If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

People were treated with respect and dignity by the staff and the person we spoke with told us that they felt safe. Staff had received training in safeguarding and understood how to safeguard the people they supported. Systems were in place to make sure that managers and staff learnt from events such as accidents and incidents. This reduced the risk to people and helped the service to continually improve. The service had policies and procedures in place for assessment of people under the Mental Capacity Act and for Deprivation of Liberty safeguards. On the day of the inspection all the people who lived at Norfolk Road were assessed as having capacity.

People were cared for in a service that was safe, clean and hygienic. Risk assessments were in place in individual support plans in relation to activities of daily living. Staff personnel records contained all the information required, which meant that the provider could demonstrate that staff employed to work in the home were suitable and had the skills and experience needed to support people living at Norfolk Road. Staffing levels were appropriate to meet the needs of the service and were reviewed and adjusted to address any changing needs.

Is the service effective?

When we spoke with one person, they told us that they were happy with the care they received. In our conversations with relatives after the inspection, they told us that they believed that the needs of their relatives were well met. It was clear from what we saw and from speaking with staff that they understood people's care and support needs and they knew each person well. Staff had received training to meet the needs of the people living in the home. People's health and care needs were assessed and written up with their involvement. Staff spoke with pride about the progress that individual people had made whilst they had been living at Norfolk Road. Relatives we spoke with were able to describe specific benefits to the health and wellbeing of their relatives and the impact that this had had on their daily life. One relative told us, "He's come on leaps and bounds, he's come out of his shell. He has such a hectic life, we have to fit in with him."

Is the service caring?

People were supported by kind and attentive staff. We saw that staff were patient and gave encouragement when supporting people. We observed that people were able to do things at their own pace and were supported to be as independent as possible. People who used the service were invited to complete an annual survey and we saw that their responses to issues of trust, safety and whether they felt happy living at Norfolk Road had received positive responses. Where shortfalls or concerns were raised, these were addressed. People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with their wishes.

Is the service responsive?

People were regularly involved in a range of activities inside and outside the service. The home supported people to take part in activities within the local community which included visiting local places of interest and shopping. We saw that where there had been a recent cause for concern, this situation had been reported and recorded appropriately, an action plan had been put in place and staff had access to relevant training to further develop their skills and confidence.

Is the service well-led?

The service worked well with other agencies and services to ensure that people received their care in a joined up way. The service had a quality assurance system which included planned audits. Records seen by us showed that complaints were investigated appropriately. People who lived in the service, staff and relatives were asked for their views. Any identified shortfalls were addressed promptly and as a result the service was constantly improving. Staff told us that they felt well supported by the manager. A new approach to reviewing the care and support provided had been introduced to ensure greater involvement by people who lived in the service.