People’s experience of using this service and what we found
The service was exceptionally caring and responsive to peoples needs. People were supported to follow and pursue the activities, and opportunities that were important to them, embracing new social situations and learning new skills and hobbies without discrimination. People thrived with the care staff provided and people and their relatives praised the care and compassion they received as they neared the end-of-life. People described the care they received as exemplary, amazing and truly uplifting.
Staff worked in collaboration with other health and social care professionals to identify the early signs of health deterioration. This has resulted in early signs of poor health being identified and acted on before impacting people's health. The provider constantly reviewed the performance of all staff but with a clear direction of developing and supporting their careers in adult social care. Health and social care and other professionals praised the management of this service.
The provider constantly reviewed the performance of all staff but with a clear direction of developing and supporting their careers in adult social care. Staff told us their passion and drive to deliver outstanding care had been supported and encouraged by the provider through innovative methods but also by allowing staff time to develop lasting trusting relationships with people. This had culminated in a culture of openness and diversity where nothing was ‘off limits’ and people were supported to achieve their personal aspirations and goals.
People told us the service was well led and they received person centred care. People felt staff respected their backgrounds and choices and provided care in a respectful manner. People's independence improved significantly from the care provided. Relatives we spoke with supported this and told us management were open and approachable. Relatives praised the provider for the communication and updates they received about their loved ones, they said they were not just informed but included and embraced for the essential role they had in people’s welfare and mental health. Management and staff were clear about their roles, responsibilities and continuously looked for ways to develop and improve the service and the level of care provided.
People were protected from the risk of abuse, harm and neglect by suitably trained staff who know them well. Concerns were reported and acted upon. People we spoke with told us they felt safe and enjoyed living at the home. Medicines were administered safely and referrals to other medical professionals were done in a timely way and recommendations were acted upon. There were enough competent staff on shift to ensure people were safe and received good quality care. Staff members told us they were encouraged and given the time to sit and socialise with people to build open and trusting relationships.
People were supported to have maximum choice and control of their lives and staff them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for the service under the previous provider was requires improvement published on 27 March 2020.
Why we inspected
The inspection was prompted in part due to concerns received about manual handling and use of equipment associated with people’s mobility. A decision was made for us to inspect and examine those risks.
We found no evidence during this inspection that people were at risk of harm from this concern. Please see the safe and well-led sections of this full report.
We will continue to monitor information we receive about the service, which will help inform when we next inspect.