Archived: Greenacres

At the last inspection, the service was rated Good. At this inspection we found the service remained Good and met all relevant fundamental standards.

People were safe. Staff understood the importance of people's safety and knew how to report any concerns they might have. Risks to people's health, safety and wellbeing had been assessed and plans were in place, and there were suitable arrangements in place for the safe storage, receipt and management of people’s medicines.

There were sufficient numbers of staff deployed to meet people’s needs and staff knew people well and had built up good relationships with people. The registered provider had effective recruitment procedures in place.

People are supported to have maximum choice and control of their lives and staff support them in the least restrictive way possible; the policies and systems in the service support this practice.

Staff treated people as individuals with dignity and respect. Staff were knowledgeable about people's likes, dislikes, preferences and care needs. Staff were skilled to approach people in different ways to suit the person and communicate in a calm and friendly manner which people responded to positively.

Peoples' health was monitored and referrals were made to health services in an appropriate and timely manner. Any recommendations made by health care professionals were acted upon and incorporated into peoples' care plans. People with complex care needs were given excellent care and the service was used as a first point of call for local health commissioners.

People who wanted to be occupied had busy lifestyles which reflected their lifestyle choices and likes and dislikes. People’s privacy and dignity were respected and upheld by staff who valued peoples’ unique characters.

Staff were kind and caring and treated people with dignity and respect. Good interactions were seen throughout our inspection, such as staff sitting and talking with people as equals. People could have visitors from family and friends whenever they wanted.

People received a person centred service that enabled them to live active and meaningful lives in the way they wanted. People led full and varied lives and were supported with a variety of activities often with one to one support.

Complaints were used as a means of improving the service and people felt confident that any concerns would be taken seriously should they make a complaint.

There was an open, transparent culture and good communication within the staff team. Staff spoke highly of the registered manager and their leadership style. The management team had positive relationships with the care staff.

We saw that they had appropriate systems and policies in place in respect of cleanliness and infection control. The bungalow appeared clean and well maintained.

We found that people received support and care that met their individual needs from warm, knowledgeable and professional support staff. We spoke with two people who were very positive about their experiences of support at Greenacres. The comments we received included, 'I'm alright here. The staff are very nice.'

Staff received appropriate professional development and were appropriately supported.

The provider had systems in place to gain and review consent from people who use the service. We saw that people were involved in their care and were asked for their consent. We found staff took time to ensure there was choice in the care options available.

There were procedures for receiving, handling, considering and responding to comments and complaints. People told us that they knew how to raise concerns and would be listened to.