Archived: Woodrows

We looked at three people's care records. Other records viewed included staff recruitment and training records, staff rotas, health and safety checks and satisfaction questionnaires completed by the people who used the service, their relatives and staff.

We considered our inspection findings to answer questions we always ask; Is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well-led?

This is a summary of what we found;

Is the service safe?

When we arrived at the service we were asked for our identification and asked to sign in the visitor's book. This meant that the appropriate actions were taken to ensure that the people who used the service were protected from others who did not have the right to access their home.

CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. While no applications have needed to be submitted, proper policies and procedures were in place. Relevant staff had been trained to understand when an application should be made, and how to submit one.

People told us they felt safe living in the service and that they would speak with the staff if they had concerns. We saw the service had processes in place which ensured that staff had the training, skills and knowledge to support people safely.

Appropriate checks were undertaken before staff began employment at 17 Woodrows Lane.

The service was safe. We saw records which showed that the health and safety in the service was regularly checked and that staff records and other records relevant to the management of the service were accurate and fit for purpose.

Is the service effective?

People told us that they felt that they were provided with a service that met their needs. One person said: "It's very nice here."

Where people were deemed as not having capacity to make decisions about their care and treatment or to manage their affairs, we saw that the provider acted in accordance with legal requirements of the Mental Capacity Act 2005 (MCA).

People's care records showed that care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. The records were regularly reviewed and updated which meant that staff were provided with up to date information.

We found that there were enough trained, skilled and experienced staff to meet people's needs. Staff received the training they needed to provide care and support safely and were able to demonstrate that they understood the specific needs of the people who used the service and how those needs were to be met.

Is the service caring?

We saw that the staff interacted with people who lived in the service in a caring, and respectful manner. We saw that staff treated people with respect. One staff member told us: "I have been here 13 years now so I know the residents very well."

Staff had a good knowledge and understanding of people's care and support needs, including recognising and supporting them as an individual. Where people required assistance, staff provided this in a timely manner and at a relaxed pace. This ensured people received care and support consistently and in ways that they preferred.

People who used the service, their relatives, friends and other professionals involved with the service completed an annual satisfaction survey. 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 people's wishes.

Is the service responsive?

People's health, safety and welfare was protected when more than one provider was involved in their care and treatment, or when they moved between different services. This was because the provider worked in co-operation with others.

People's choices were taken in to account and listened to. People who used the service were provided with the opportunity to participate in activities which interested them.

People's care records showed that where concerns about their wellbeing had been identified the staff had taken appropriate action to ensure that people were provided with the support they needed. This included seeking support and guidance from health care professionals, including a doctor, a speech and language specialist, an occupational therapist and a district nurse.

Is the service well-led?

The service worked well with other agencies and services to make sure people received their care in a joined up way.

Staff told us they were clear about their roles and responsibilities. Staff had a good understanding of the ethos of the home and quality assurance processes were in place. This helped to ensure that people received a good service at all times.

The service had a quality assurance system in place, and records seen by us showed that identified shortfalls were addressed promptly.

We saw that people had individual ways of communicating and were able to make members of staff aware of their needs and preferences.

We saw that people were comfortable in their surroundings.

We found that there were enough trained, skilled and experienced staff to meet people's needs. Staff received the training they needed to provide care and support safely and were able to demonstrate that they understood the specific needs of the people using the service. We saw that staff treated people with respect.

Woodrows was well managed and the registered manager had systems and processes in place which ensured people received a good service that took into account their needs and preferences.

All staff have received the appropriate training which is regularly updated. The manager told us that they carry out direct observations of staff providing care and support. All staff had received safeguarding training and policies and procedures were in place for this.

Staff told us that they felt well supported by the management and that they received regular training and supervision. The quality of the service was monitored at the local and provider level through spot checks and inspections.

The manager told us that they are in the process of developing a quality assurance system that formally identifies when audits are to take place, by whom,action required and when by. They are using an outside resource to support them to make this change.