During our inspection, we spoke with four of the 35 people who used the service. We also spoke with one person's relative and six staff members. We looked at five people's care records. We also looked at staff training records, health and safety checks, staff and resident meeting minutes and records of the checks the provider's representative completed to monitor the quality of the service provided.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 the manager checked our identification and asked us 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.
People told us they felt safe living in the service. They also told us that they would feel able to speak up if they had concerns or worries and felt that they would be listened to.
We saw that the staff were provided with training in safeguarding vulnerable adults from abuse, Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS). This meant that staff were provided with the information that they needed to ensure that people were safeguarded.
People were provided with their medication in a safe manner and at the prescribed times. We saw that medication was stored safely.
Quality checking systems were in place to manage risks and assure the health, welfare and safety of people who received care at the service and the staff who supported them. We saw records which showed that the health and safety in the service was regularly checked.
Is the service effective?
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. This meant that staff were provided with up to date information about how people's needs were to be met safely and effectively.
We spent time observing mealtimes and saw that staff provided sensitive assistance where people required support or encouragement to eat their meal. This meant that people's nutritional intake was effectively supported.
Is the service caring?
People told us that they received the care they needed. One person said, 'I am as happy as a sand-boy, the staff are so wonderful and really look after me. It's a nice atmosphere, I am glad to wake up in the morning here".
We observed that staff were kind to people they supported and interacted with people in a caring and professional way. Another person told us, 'I am not exaggerating, it is wonderful. Staff are really lovely. They go out of their way for you, they are like family. Staff do their job well. It is not just about training although that comes into it, but they have more than that. You could not ask for better'.
Is the service responsive?
People using the service were provided with the opportunity to participate in activities which interested them. People's choices were taken in to account and listened to.
People's preferences, interests and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. A visiting relative said, "The care here is marvellous and they want to help. They respect our preferences and let us do what we like. Staff even learnt some basic words in our language to help with communication".
Visitors confirmed that they were able to see people in private and that visiting times were flexible.
Is the service well-led?
The provider had procedures in place to support the manager and to ensure that quality checking systems were in place. This was used to manage risks and to assure the health, welfare and safety of people who received care at the service.
A visiting relative said, "The home is very well managed. The manager and deputy work as a team and both really know what they are doing. The manager came and introduced themselves and they are always available and approachable. They make time for you."