Archived: Penmakers Court

At our last inspection of 28 November 2013 the provider was meeting all of the regulations that we assessed.

The provider is registered to provide personal care to adults. People who used the service received their support and care in their own flats within the extra care complex. At the time of our inspection 30 people received personal care and support.

The manager was registered with us as is required by law and was present on the day. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us they felt safe within the service and assessments were undertaken to minimise a risk of accidents and injury. Staff knew what action they must take if they felt people were at risk of harm and abuse

Where people were supported with their medicines this was managed in a way that ensured that people received their medicines as they had been prescribed.

Staff recruitment was managed in a way that prevented unsuitable staff being employed. Staff were provided in numbers that met people’s needs and kept them safe.

Staff received training and support to ensure they had the skills and knowledge to safely meet people’s needs in the way that they preferred.

Staff knew that people should be supported in a way that was in line with their best interests and that people should not be unlawfully restricted in any way.

People’s dignity, privacy and independence was respected and they were supported by caring and friendly staff.

People received the support they required to meet their needs. Reviews were undertaken regularly to find out if changes were needed to the way people were supported.

Complaints procedures were in place that people and their family could access if they felt they had the need to.

The provider had a range of methods that were used often to ensure that the service ran well and in the best interests of the people who used it.

We saw and records confirmed that people's needs were assessed before the service was provided. This meant staff had the information to support and provide care to people in the way they wanted. One person told us, 'I can choose to stay in my flat or join in activities in the communal lounge. Staff involve me in my care and I choose want support I want'. Another person told us, 'Staff are brilliant'.

Staff were clear about the action to take should they become aware of an allegation of abuse. All eight people spoken with told us they felt secure and safe and knew who to tell if they had concerns and were confident that these would be acted upon. This meant people had the confidence to report concerns.

Staff spoken with told us they felt supported by the manager, and had regular training opportunities. This meant staff had the skills to care for people safely.

People were asked for their views about the service and these were listened to. Action was taken to make improvements where needed. One person said, "I am very happy with the way staff care for me, staff are excellent very helpful and they listen."

People using the service told us they were happy with the service provided and they felt involved in their care. All six people told us that all aspects of their care were discussed with them. This meant care was provided to people in a way that they wanted.

People spoke with told us the staff were friendly, treated them with respect and always asked their opinion. Staff spoken with were able to tell us about people's needs and told us that they had received a range of training. This means staff should have the knowledge and skills to support people in the way they choose.

There were systems in place to monitor how the service was provided by involving people using the service. This means improvements were made if required.

People using the service told us they knew who to contact if they had any concerns. We saw records that showed us complaints and concerns were investigated. This meant if people raised any concerns the appropriate action would be taken taken.