Archived: Quiet Waters

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?

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.

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 recognise the signs of abuse, how to respond when they suspected abuse had taken place and to ensure people's human rights were respected.

Staff we spoke with were aware of individual people's needs and how to meet them safely in line with the person's plan of care and risk assessments.

People were cared for in a clean, hygienic environment. Staff were provided with the knowledge and equipment to protect both themselves and people who used the service from the risk of infection.

Is the service effective?

Full assessments of each person were undertaken prior to their admission to the service to make sure that the service could meet the person's needs effectively.

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 which meant that staff were provided with up to date information about how people's needs were to be met.

We saw there was involvement of a range of health and social care professionals in the care of each person to ensure care was effective and specialist support obtained where necessary.

One relative said, 'They know [person] and their general well-being. They have picked up on signs. Even though [person] will say they are alright, staff can pick up things that are not right.'

Is the service caring?

We saw that the staff were kind to people they supported and interacted with people living in the service in a caring, respectful and professional manner.

We saw that people were relaxed in the company of staff and that they were attentive to people's needs. Staff we spoke with were able to demonstrate they knew people well. We saw staff treating people with dignity and respect.

We noted that staff spoke with people by name, staff listened to people, responded to their requests and took time to explain things to them. People using the service approached staff confidently. A relative we spoke with said, 'The staff are really very caring.'

Is the service responsive?

People using the service were provided with the opportunity to participate in activities which interested them. Information was provided in a way that made it easier for individual people to understand. People's choices were taken in to account and listened to.

People had opportunities to express their views and these were listened to and acted upon.

The service worked well with other agencies and services to make sure people received their care in a consistent way.

Is the service well-led?

One relative said, 'There is very good management and the service is well led. Everybody knows who is the manager and what staff's role is. There has been such a turnaround since [manager] took over. I am so happy now that [person] is there.' Another relative said, 'The service is very well run. I am happy with the manager and the staff, the manager is really on the ball.'

Staff had clearly defined roles and responsibilities. They were allocated specific tasks on a daily basis to ensure all tasks were completed properly and this was recorded to ensure these were completed.

Staff said that they felt well supported and were able do their jobs safely. They told us that the manager was very approachable and that they had the training they needed to support them to do their job well.

The service had a quality assurance system in place. Records showed that any identified shortfalls were addressed to ensure the service maintained quality standards.

Care plans we looked at showed that people's needs and preferences were thoroughly assessed, documented and reviewed. A relative told us, 'We have no worries about the care [name] receives, they all look after and care for [name] very well.'

We saw evidence that people were provided with a good choice of food and drink in a way that both encouraged and promoted a healthy balanced diet.

The premises were safe, suitable and fit for purpose. Adequate emergency procedures were in place and the safety equipment we saw had been regularly checked and well maintained.

Records showed the provider had effective recruitment procedures in place to ensure that staff were fit, able and properly trained to meet the needs of people who used the service. This included carrying out appropriate checks before staff began work.