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Inspection carried out on 30 August 2017

During a routine inspection

The inspection took place on 30 August and 13 September 2017and was unannounced. At our last inspection on15 September 2016, we found that there were not always sufficient numbers of staff available to meet people’s support needs and the current activity programme required further development to incorporate people’s individual interests and hobbies. Following the comprehensive inspection, the provider wrote to us to tell us how they would make the required improvements to meet the legal requirements.

At this inspection we found that the service had improved. People told us that there were always enough staff available to support them and we found that the activity programme had been further improved to incorporate a wide range of interesting social and recreational pastimes.

Greenbanks provides personal care for up to 66 older people. It does not provide nursing care. At the time of our inspection 64 people were living at the home. Some people at the home were unable to verbally communicate with us so we observed how care and support was provided in communal areas such as the lounge and dining area.

There was a manager in post who had registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the CQC 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 and associated Regulations about how the service is run.

People told us that they felt safe, happy and well looked after at the home. Staff received training in how to safeguard people from abuse and knew how to report concerns, both internally and externally. Safe and effective recruitment practices were followed to help ensure that all staff were suitably qualified and experienced. Arrangements were in place to help ensure there were sufficient numbers of suitable staff available at all times to meet people’s individual needs.

Plans and guidance had been drawn up to help staff deal with unforeseen events and emergencies. The environment and equipment used were regularly checked and well maintained to help keep people safe. Trained staff helped people to take their medicines safely and at the right time. Identified and potential risks to people’s health and well-being were reviewed and managed effectively.

Relatives and healthcare professionals were positive about the skills, experience and abilities of staff who worked at the home. They received training and refresher updates relevant to their roles and had regular supervision meetings to discuss and review their development and performance.

People were supported to maintain good health and had access to health and social care professionals when necessary. They were provided with a healthy balanced diet that met their individual needs.

Staff made efforts to ascertain people’s wishes and obtain their verbal consent before providing personal care and support, which they did in a kind and compassionate way. Information about local advocacy services was available to help people and their family access independent advice or guidance.

Staff had developed positive and caring relationships with the people they cared for and clearly knew them well. People were involved in the planning, delivery and reviews of the care and support provided. The confidentiality of information held about people’s medical and personal histories was securely maintained throughout the home.

Care was provided in a way that promoted people’s dignity and respected their privacy. People received personalised care and support that met their needs and took account of their preferences. Staff were knowledgeable about people’s background histories, routines and personal circumstances.

People were supported to pursue social interests and take part in meaningful activities relevant to their needs, both at the home and in the wider community. They felt that staff li

Inspection carried out on 15 September 2016

During a routine inspection

The inspection took place on 15 September 2016. The visit was unannounced. At our last inspection on 21 May 2013 the service was found to be meeting the required standards in the areas we looked at. Greenbanks provides personal care for up to 66 older people. It does not provide nursing care. At the time of our inspection 62 people were living at the home.

The service has a registered manager in post and they were present on the day of this visit. They were registered with the Care Quality Commission (CQC) 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 and associated Regulations about how the service is run.

People told us that staff helped them stay safe at Greenbanks. Staff received training on how to safeguard people from abuse and were knowledgeable about the potential risks and how to report concerns. Robust recruitment practices were followed however staffing levels were not always consistent to meet people’s needs. People were supported to take their medicines safely and at the right time by trained staff where necessary and appropriate. Potential risks to people’s health and well-being were identified, reviewed and managed effectively.

People who received support, relatives and health care professionals were positive about the skills, experience and abilities of staff who received training and refresher updates relevant to their roles. However we found that there were not always sufficient numbers of staff available to meet people’s support needs at all times. Staff supported people to maintain good health and access health and social care services when necessary.

Staff obtained people’s agreement to the support provided and always obtained their consent before helping them with personal care. People told us that staff supported them in a kind and caring way that promoted their dignity. We found that staff had developed positive relationships with the people they supported and were clearly very knowledgeable about their needs and personal circumstances.

People who received support were involved in the planning and regular reviews of the care provided and this was accurately reflected in their individual plans of care. The confidentiality of information held about people’s medical and personal histories was securely maintained.

People received personalised care and support that met their needs and took account of their preferences. Staff were knowledgeable about people’s background histories, preferences and routines. We found that the current activities programme could be further developed in order to ensure that people's individual interests were considered.

They told us that the manager and staff listened to them and responded positively to any concerns they had. People were encouraged to raise any concerns they had and knew how to make a complaint if the need arose.

People, their relatives, staff and professional stakeholders were all complimentary about the management team and care staff and how the service operated. The management team monitored the quality of services and potential risks in order to drive continuous improvement.

Inspection carried out on 21 May 2013

During a routine inspection

During our inspection, we spoke with several people who use the service and two relatives. They were all complimentary about the care provided by the service, and the staff who cared for them.

One person commented, "The care is very good. The staff are friendly. If you need help, you only have to ask; the staff are here for you. There is always somebody around. You only have to push the call bell and a member of staff comes immediately." This was echoed by another person who said, "There are a lot of staff around. They are very good in what they do. The care is good. The food is reasonable. I have no complaints." Another person said, "I am very satisfied. The care here is very good and I have no complaints."

We spoke with several members of staff and they all had knowledge of the people in their care. We noted that staff had current information available to assist them in providing appropriate care and treatment. The care plans had been kept up to date, and contained detailed information with guidance for staff to follow. We noted that the recruitment process was thorough, and all staff records were readily available for inspection. All confidential records had been stored securely.

Inspection carried out on 15 May 2012

During a routine inspection

People told us they liked living at Greenbanks. People said the staff are kind, and that there was always something going on here. They told us that they were in the process of organising a party for the Queen’s jubilee and that they were helping to make the decorations and everyone can get involved.