Archived: Arcot House Residential Home

Is the service safe?

The registered manager recognised their responsibility to ensure the environment was well maintained and safe. Systems were in place to make sure that the quality of people's care and welfare was monitored. This generally reduced the risks to people and helped the service to continually improve. However, we saw risks to people's health and well-being were identified but the accuracy of records, such as fluid charts, needed to be improved to show these risks were being managed to ensure people's safety and well-being. Records showed staff were up to date with their training. People were cared for in a clean, hygienic environment.

Is the service effective?

Visitors and people living at the home told us they were happy with the care at the home. For example, one person said 'They're very helpful' and another person said 'They do all that I ask them to do'. People's health and care needs were assessed, and staff knew when to seek external advice when people's care needs changed. Specialist dietary, mobility and equipment needs had been identified in care plans where required.

Is the service caring?

People were treated with respect and their dignity was maintained by the staff. People were supported by caring staff. Staff took time to listen to people's opinions and acted upon their requests. People's opinions were sought by staff and people told us they felt listened to using the service, their relatives, friends and other professionals involved with the service could influence how care was delivered. Where shortfalls or concerns were raised these were addressed.

Is the service responsive?

We looked at people's care plans and we saw the management team contacted health and social professionals appropriately when people's needs changed. We saw examples when staff acted on the advice of health professionals, for example, ordering pressure relieving cushions. Good communication systems were in place to ensure staff were updated on people's changing needs. Some people told us there was not enough to do when the activities coordinator was not working at the home, we saw there were plans in place by the registered manager to address this shortfall.

Is the service well-led?

There were quality assurance processes in place to monitor the quality of the service for people living at the home. Staff told us they were clear about their roles and responsibilities .The registered manager was committed to promote team work and a positive ethos in the home.

This is a summary of what we found-

Is the service safe?

We found the service was safe because people were protected against the risks associated with medicines. The provider had appropriate arrangements in place to manage people's medicines safely.

People living at the home told us they were happy with the care and support they received. Comments included, 'I am very pleased. They look after me', 'Things are improving all the time', 'It is better than it's ever been' and 'I am getting excellent care and attention'. Relatives and professionals told us they had no concerns about the service. Their comments included, 'Staff have an understanding of people here', 'We have confidence in the staff' and 'We have been impressed. We are confident that staff follow our advice'.

During this inspection, we collected information as part of a thematic review we were doing in May 2013 into the preparation and training of care assistants.

At this inspection we found that the provider was meeting all of the outcomes we looked at. The service was responsive to people's care and support needs and people told us they felt the staff were caring, kind, friendly, gentle and very sensitive.

Everyone we spoke with told us they felt safe at Arcot House. People told us, 'No-one bothers me here', 'I am safe and happy here' and 'No harm comes to me here because they are all so kind'. Relatives told us they felt their family members were in 'safe hands'. One commented, 'They handled difficult situations well'.

We found that the service was well led by the registered manager. People living at the home, staff and visiting professional expressed their confidence in her and commented on the continued improvements at the home under her leadership.

Devon County Council implemented a safeguarding process in November 2012 following concerns raised with them. Placements to the home had been suspended as a result of the safeguarding concerns. During the safeguarding process the service had been monitored through a combination of visits by social services staff, the community nurse team, the local mental health team, as well as multidisciplinary safeguarding strategy meetings. Members of the multidisciplinary safeguarding group, including health and social care professionals and Devon County Council contract team, told us that during the safeguarding process improvements had been noted at the home. The suspension on placements had been lifted but the safeguarding group would continue to monitor the service provided at the home.

People spoke highly of the staff at the home, comments included, 'They are fantastic', 'The staff are lovely here. They are very good to me', and 'The staff are excellent'. People told us that staff were respectful and that their privacy and dignity was promoted by staff. We were told by people that staff were flexible to changes to peoples usual routines and they encouraged people to maintain their independence. People told us that they enjoyed the food and they praised the cook. Comments included, 'The food is very good. Always offered alternatives.' And 'We get more than enough to eat!'

People said they would have liked to see improvements in the environment. We were told, 'They must get the outside of the home done, it is an eye sore and has been going on for long enough' another person commented, 'I am ashamed of this place when I have visitors. The environment is having a negative impact on me. I feel tearful and depressed'

We found a number of areas of major concerns during this inspection. These were in regard to the quality of the care plans, the environment, the standard of cleanliness and the homes own quality monitoring arrangements.