Archived: Mere Hall View

' 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?

People were cared for in an environment that was safe, clean and hygienic. Equipment at the home was suitable for people's needs and had been well maintained. Staff had received regular updates about how to use it safely and how to undertake safe moving and handling. There were enough staff on duty to meet the needs of the people who stayed at the home and a member of the management team was available on call in case of emergencies.

Staff personnel records contained all the information required by the Health and Social Care Act. This meant the provider could demonstrate that the staff employed to work at the home were suitable and had the skills and experience needed to support the people who had respite care in the 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 have been trained to understand when an application should be made, and how to submit one.

Is the service effective?

People told us that they were happy with the care that had been delivered and their relatives said:" I'm absolutely thrilled with it. X is always happy to go in.'

People's health and care needs were assessed before they came to the home and their relatives were involved in writing the plans of care. Specialist dietary, mobility and equipment needs had been identified in care plans where required. One person who used the service said: 'I feel very comfortable there.'

People's needs were taken into account with signage and the layout of the service enabling people to move around freely and safely. The premises were suitable to meet the needs of people with physical impairments.

Relative's confirmed to us that their views and experience of caring were valued by staff. Records confirmed people's preferences, interests and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. People had access to the regular activities that were important to them or could take a break from them whilst they had respite care.

Is the service caring?

People were supported by kind and attentive staff. We saw that care workers showed patience and gave encouragement when supporting people. One person who used the service said: 'I had a little fall once and straight away they were there, checking me out.' One relative told us: 'They are great. He loves them all to bits.'

Is the service responsive?

Relatives told us they met with support workers when they brought the person to the home and provided a wide range of information about what was important to them. Records confirmed people's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. Some people at the home chose to continue with their usual weekly activities such as attending a day centre whereas other people chose to take a holiday whilst they stayed at Mere View. One relative said: 'I think it's a fantastic service.'

Is the service well-led?

Staff had a good understanding of the culture of the home and quality assurance processes were in place. People told us they had completed a discharge survey. Staff told us they were clear about their roles and responsibilities. One person said: 'She (the manager) is very approachable.' A relative said: 'She (the manager) doesn't miss a trick. She watches everything.'

We heard staff speaking politely with people who used the service, offering assistance if required and encouragement to people who wanted to be more independent.

We looked at five care records and they included relevant health and personal information. Documentation was up to date with any changes occurring since the person's last stay being highlighted.

We spoke with two people who used the service. One person told us, 'I enjoy it, I'm making new friends. I enjoy the meals they cook for me, I will be coming again'. Another said, 'I think it's excellent, they look after you really well".

We spoke with two relatives and one commented, 'They are lovely with X; he is well looked after there. I ring when he is there and can hear him laughing'.

The premises were well maintained and most areas were accessible to people with mobility difficulties. Emergency equipment was checked regularly and fire exits were unobstructed.

There were adequate numbers of staff on duty and they had received appropriate training for their employment.

A complaints procedure was in place, accidents and incidents were reported appropriately and audits and checks were carried out regularly. Feedback was sought from people who used the service and their relatives via questionnaires and by the encouragement of informal conversations.

All the people with whom we spoke were very positive about the service offered to their relatives. One person said of the staff 'They are like your extended family', whilst another told us 'It's great, fabulous, I couldn't do without it.' Another person told us "Staff are great. X gives us good feedback when she comes home."

We looked at a sample of four care plans and found them to contain up to date and relevant medical and health information as well as records of care needs. We saw that these were person centred and individualised to incorporate people's choices and preferences.

We spoke with two members of staff who demonstrated an awareness of safeguarding and mental capacity issues and were confident to follow the appropriate procedures if the need arose.

We observed that relevant policies and procedures were in place within the home and that staff were aware of them. We saw evidence of robust recruitment and induction procedures and that training and development was ongoing. The staff with whom we spoke felt they were well supported in their employment.

We saw that there was a complaints procedure in place and noted that complaints were taken seriously and followed up appropriately.