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Inspection report

Date of Inspection: 7 December 2012
Date of Publication: 8 January 2013
Inspection Report published 8 January 2013 PDF

People should get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 7 December 2012, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members and talked with staff.

We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

Our judgement

People experienced care, treatment and support that met their needs and protected their rights.

Reasons for our judgement

People living at the service told us that they were extremely happy living at The Dales. Everyone we spoke with commented on the good standard of care provided and how well people were looked after. People told us that they were able to get involved in the life of the home and were often asked about their views. People were also appreciative of being able to keep in contact with friends and relatives. One person told us, "They can't do enough for me, they are like family." Three people commented independently about the home being clean and fresh smelling and that they thought this was a good indication that peoples personal care needs were being attended to. One person told us they had heard about the homes excellent reputation and that her experiences had exceeded her expectations. She described how staff had been successful in helping her to overcome difficulties and regain her confidence

Some people, living at the home, had complex needs and were not able to verbally communicate their views and experiences to us. Due to this we used a formal way to observe people, to help us understand how their needs were supported. We call this the ‘Short Observational Framework for Inspection' (SOFI). This structured observation was carried out on the dementia care unit, ‘Memory Lane.’

Throughout the observation we saw staff treated people with kindness, understanding, dignity and courtesy. We observed staff being warm and accepting of people. Staff approached people in a sensitive, gentle and calm manner and in a way which showed they knew the person well and how best to assist them.

We saw staff frequently offering reassurance to people who were showing signs of anxiety or upset and using subtle ways to divert peoples attention where needed. Staff spoke clearly to people and at a pace which was appropriate. The atmosphere during the observation was calm and staff were in attendance in the lounge areas to offer assistance at all times. Staff told us this was important as people were not able to recognise risk for themselves or use a call bell to summon help, therefore they were present should anyone need assistance or reassurance.

Throughout the visit, people were helped to move around the home as they wished, with as little or as much assistance as they required. We saw many examples of good practice, for example when people were being moved by wheelchair, or when people were becoming upset.

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. All of the care plans had been rewritten in recent months as the way they wrote their care plans had changed. We looked at eight care plans in detail. We found the care plans contained appropriate risk assessments and information about how people’s individual needs were to be met. We found that risk assessments were completed and reviewed on a regular basis. Examples of assessments included mental capacity, medication, nutrition and falls risk assessments. We also looked at people's daily information records. There were at least two entries per day, including an entry for night time. These were detailed and included reference to visits made by relatives, people's safety, well-being and daily activity. The care records also showed details of any contact that people had with other healthcare professionals, for example doctors visits.

There were arrangements in place to deal with foreseeable emergencies which were reasonably expected to arise from time to time, for example a fire or medical event. We looked at a number of incidents recorded within the last six months. We found evidence that the incidents we looked at had been recorded within people's care records and appropriate adjustments and monitoring had been put in place in order to ensure people's safety and welfare.

We spoke with six members of staff and the manager. Staff told us they thought the level of care they provided was ‘good’ or ‘brilliant.’