We inspected against the regulated activity of accommodation for persons who require nursing or personal care. The provider is also registered to provide the regulated activity of treatment of disease, disorder or injury, however this was not being provided by the service. During this inspection we spoke with eight people who use the service, a visiting relative, the registered manager, deputy manager, nine staff, and the services manager. We observed support being given and looked at care and support records for four people who use the service.
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?
The service was safe because risks associated with the provision of care and support had been assessed, such as in relation to mobility and falls, nutrition and weight. The records showed that any concerns were followed up and appropriate action was taken. This meant that care was planned and delivered in a way that was intended to ensure people's safety and welfare. All eight of the people we spoke with said they felt safe. For example one person said 'I feel very safe and well looked after here'.
The Care Quality Commission (CQC) monitors the operation of the Deprivation of Liberty Safeguards (DOLS). These safeguards aim to protect people living in care homes and hospitals from being inappropriately deprived of their liberty. The safeguards can only be used when there is no other way of supporting a person safely. We saw that the provider had followed the DOLS process in respect of three people who use the service. A copy of the restrictions that had been granted were kept in peoples' care plans, including details of when the DOLS authorisation was due to expire. Assessments involving the person's relatives and external professionals had been carried out to ensure that decisions taken were in the person's best interests.
Is the service effective?
The service was effective because staff were provided with training and relevant qualifications to support them in meeting people's needs. Staff we spoke with demonstrated a good understanding of people's needs and how they should be met. We observed they interacted well with people using the service, promoting a warm and inclusive atmosphere in the home. People who use the service were complimentary about the staff. For example, one person commented 'The staff are excellent. When I press the call bell I never have to wait'.
The service was effective in supporting people to be able to eat and drink sufficient amounts to meet their needs. At lunch time we observed the meal being served and staff providing support for people who use the service. We saw people who required special diets, such as soft, pureed or fortified meals, had their meals marked so that it was clear who it was for. Coloured plates were used, which would be of benefit to people with dementia, who may find it difficult to differentiate objects.
All of the people we spoke with told us the food was good. One person said 'I can get snacks and cakes at any time. You don't go hungry here, the food is very good'. Another person confirmed 'There is always plenty to drink'.
People were cared for in a clean, hygienic environment. We saw relevant policies and procedures were in place and audits were carried out to ensure procedures were effective and adhered to in practice. All areas of the home that we saw during the inspection were clean and there were no odours. We observed that staff washed their hands before serving food and wore plastic gloves and aprons when providing care. People who use the service who we spoke with said they thought the home was kept clean.
Is the service caring?
Throughout the inspection we saw staff were respectful, knocking on doors before entering, bending down to make eye contact with people and explaining what was happening. We observed a member of staff go and talk to a person who appeared confused and distressed. The member of staff sat with the person patiently, held their hand and spoke to them quietly until the person was calmer. People told us that the care staff spent time talking with them.
One person told us 'I am happy here. I am over 90 and can't do a lot but they involve me in the activities. We have lots of fun here and nothing is too much trouble'. Another person said 'I am very happy here, the staff are very kind'.
Is the service responsive?
We saw that people's health needs were monitored and referred to health professionals appropriately. People's care plans had been updated following reviews or when people's needs changed. This helped to ensure that the delivery of care was responsive to people's needs and based on up to date information and guidance.
There was a system in place to monitor and respond to any concerns or complaints about the service.
Is the service well led?
The service was well led because there was an effective system to regularly assess and monitor the quality of service that people receive. The registered manager also told us that she carried out a 'walk around', during which she would observe staff working practices and meet informally with people who use the service. We saw the registered manager kept a diary of these checks and observations, which included early and late shifts and weekends.
One person told us 'We are well looked after here. The manager comes and talks to us and asks if we are happy and feel looked after'. Another person commented 'The manager asks us if we are happy and we are'. We observed that the registered manager knew people's names and spent time talking with them.
Staff we spoke with during the inspection told us they thought the home was well led. One of the staff said 'If you have anything on your mind, you can talk about it. The managers listen to you'.