An adult social care inspector carried out this inspection. As part of the inspection we spoke with four people who used the service, and a family member of one other. We also spoke with the registered manager and three members of staff. We reviewed the records relating to the management of the home. This included six care records, six staff personnel records, policies and procedures, and minutes of meetings. Wishmoor Rest Home is registered to provide accommodation for 25 people who require personal care. On the day of our visit there were 22 people using the service.
Below is a summary of what we found. The summary describes what people using the service and staff told us, what we observed and the records we looked at. We used the evidence we collected during our inspection to answer five questions.
Is the service safe?
People told us that they felt safe. One person told us, 'I feel safe and protected'. Individual risk assessments were well completed and actions to minimise the risks identified were reflected in care plans. Service wide risk assessments, together with the actions to reduce those risks, were reviewed regularly.
The provider had a Mental Capacity Act 2005 policy but this was not fully applied in practice. We have asked the provider to take action to improve this.
The provider had systems and processes in place to ensure that medicines were obtained, administered and disposed of safely. This ensured that people were protected from the risks associated with the unsafe use and management of medicines.
The provider had effective recruitment and selection policies and procedures that were applied in practice.
Is the service effective?
People we spoke with told us that they had consented for the care that was detailed in their care plan. This was documented in their care records. Staff asked for people's consent before they carried out any personal care.
People's needs were assessed and care plans developed. Care plans reflected both the needs and wishes of people. Staff had a good knowledge of people's care needs
Policies and procedures were appropriate, up to date, and reflected current research and guidance.
Is the service caring?
People told us that the staff were kind and friendly. One person told us, 'The staff are all very kind and caring'. The relative of one person told us, 'The staff take very good care of (name).' We observed staff treating people in a friendly and caring way. People told us that the staff had time to spend talking with them. We saw that there was time scheduled within the day for activities. However, not all the people we spoke with were aware of what activities were available.
Is the service responsive?
People who used the service and staff were clear about the complaints process. People told us they were confident that any issue raised, or complaint made, would be thoroughly investigated and acted upon.
People told us that they were not aware of being asked to complete satisfaction surveys. The registered manager told us that surveys had been sent to people but they had not received any responses. The provider agreed to look at further ways in which feedback from the people who use the service and their families could be gained.
Is the service well-led?
Staff we spoke with told us they felt well supported by their manager. Staff said they were able to raise issues with their manager at any time and were confident they would be acted upon. Staff had opportunities to raise and discuss issues at staff meetings and at supervision sessions.
A range of audits were undertaken and the results used to improve the service. Action plans clearly identified who was responsible for implementing any change required.
Lessons learnt from complaints and incidents were analysed, shared with staff, and actions agreed and monitored.