Archived: Ancliffe Residential Care Home

Is the service safe?

Both the people who lived at the home and their relatives were pleased with the care provided and felt their views were respected and listened to. The staff worked in a safe and hygienic way and used appropriate protective clothing. There were enough staff to meet the needs of the people living at the home and a member of the management team was available on call in case of emergencies. One person said: 'I feel safe here. They will do anything for us.'

Staff personnel records contained all of the information required by the Health and Social Care Act. This meant the provider could demonstrate staff employed to work at the home were suitable and had the skills and experience needed to support the people living at the home.

The registered manager and the staff we spoke with understood the importance of safeguarding vulnerable adults, could identify potential abuse and knew how to report any incidents of abuse. One staff member said: 'If I don't like the way they (people who lived at the home) are being spoken to I would speak to the manager. We have a speak out policy.'

Is the service effective?

People told us they were happy with the care that had been delivered. One relative said 'I wish I had done it sooner. I really like the care. She's very happy.' Another relative said: 'She has never been so well. She has improved a lot since she came in here.'

Care records confirmed people's preferences, interests, needs had been recorded and care and support had been provided in accordance with people's wishes. One person said: 'They see to you whenever you want your medication. I had very swollen legs but they are much better now.'

We heard from staff information was shared very effectively. Several ways of sharing information included handovers, daily records, and monthly reviews with relatives.

Is the service caring?

People were supported by kind and attentive staff. We saw care workers showed patience and encouragement when supporting people. One member of staff said : 'I treat people as I wish to be treated. 'One relative said: 'They have been really good with my mum.' One person using the service said: 'They are proper good. I can't say a wrong word about it.'

Is the service responsive?

People's needs had been assessed before they were admitted to the home and were carefully described so care workers knew exactly what tasks to undertake to support them. Changes in people's care needs were reported to the care team leaders and they briefed senior care staff and carers at handovers.

One person who lived at the home told us about the range of activities they could access and said : 'We asked if she (the activities coordinator) would take us to the supermarket and they did.'

Is the service well-led?

Staff had a good understanding of the culture of the home and quality assurance processes were in place. One member of staff said: 'She's a very approachable manager.' People told us they had received customer satisfaction survey and staff listened to their concerns. The registered manager met informally with families, was available whenever they visited and hosted meetings to discuss concerns and consult on any proposed changes. Staff told us they were clear about their roles and responsibilities and said: 'If I'm concerned about anything they listen to you. I love doing this job.'

"I like it"; 'Feel safe'; 'Very good staff'; 'Smashing' and 'Really excellent care'.

We spoke with relatives who provided positive comments on the service provided

who stated:

"Very happy'; 'Can't fault it' and 'Can't fault the staff'.

Activities were provided on a daily basis together with monthly activities and the home benefits from an activities coordinator.

The home was clean and homely, people's rooms were individual with various personal possessions and communal areas were well maintained.

We did however find that although the home has an audit process regarding people's records, these had not been updated as requested during audit, by staff.

Prior to our visit we contacted the community commissioning team at Wigan council who stated that the home has received quality visits and no issues have been identified.

We witnessed friendly interaction between staff and residents and this was also commented upon positively by relatives.

For example, comments received from six people included; 'The staff have always treated me well as an individual'; 'The carers are very kind and thoughtful'; 'I'm very satisfied with the way I am cared for'; 'I love living here. We get a choice of very good food, different activities and good care'; 'Ancliffe is a nice place to live. The staff are kind and helpful' and 'So far so good. I've been quite happy with the standard of service I receive.'

Systems were in place to offer protection to the people who use the service from abuse and people spoken with confirmed that they felt safe and had no concerns regarding the care provided.

One person reported; 'There is no place like home but I feel very safe here.' Likewise, a relative stated: 'I've always noticed very positive interactions between staff and residents. This gives me great confidence in the care provided."

Likewise, no complaints, concerns or allegations were received from the people using the service during our visit. Feedback from two people included: 'I have confidence that if I had a problem I would be listened to' and 'I've not had any complaints so far but I'm sure if I did Joy [Registered Manager] or the girls [staff] would sort it out.'