14 November 2016
During a routine inspection
We gave the provider short notice of this inspection to ensure the staff we needed to speak with would be available. The inspection took place on 14 and 21 November 2016.
People were happy with the service they received and were complimentary about the staff that supported them. One person said, “They’re brilliant, they’re really good”. A member of staff told us, it’s an amazing company, I love it. I like what we do with care”. We asked the provider to describe their philosophy of care and they told us, “It’s about the whole person; it’s not just about tasks”.
The services had systems in place to ensure people were safe. Staff had been trained in safeguarding and understood what to do if they were worried or concerned about someone. Risks were managed safely and in a way that enabled people to do the things they wanted to. Medicine systems were in place. We made a recommendation that staff competency to administer medicines safely was periodically checked.
People received personal care and support in an individualised way and their privacy was protected. Staff knew people well and demonstrated a good understanding of how they wished their care to be provided.
People’s needs were thoroughly assessed and care was planned and delivered to meet their needs. People and their relatives were fully involved in assessing and planning the care and support they received.
Staff were knowledgeable about their role and spoke positively about the service and the support they received.
People knew how to make a complaint and felt confident they would be listened to if they needed to raise concerns or queries. The provider sought feedback from people and changes were made if required.
There were systems in place to ensure improvements were made in regard to the safety and quality of the service provided.