22 April 2014
During a routine inspection
Below is a summary of what we found. The summary describes what people using the service, their relatives and the staff told us, what we observed and the records we looked at. If you want to see the evidence that supports our summary please read the full report.
Is the service safe?
People who used the service told us that they felt safe in the home. People said that they felt comfortable in the home and that members of staff treated them with respect and dignity.
Safeguarding procedures were comprehensive. When we discussed safeguarding with staff, they were aware of the signs of abuse and the action to take when responding to allegations or incidents of abuse. However, not all staff we spoke with were aware that they could report allegations to the local authority, police and the Care Quality Commission. . We were told by the provider that staff would have access to training from 25 April 2014 to address this.
CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. While no applications have needed to be submitted, appropriate policies and procedures were in place. We spoke with the Registered Manager and deputy manager who knew when such an application should be made.
The service had systems in place to identify assess and manage risks related to health welfare and safety of people who used the service.
Is the service effective?
People told us that they were happy with the care they received at the home and felt that their needs had been met. It was clear from what we saw and from speaking with staff that they understood people’s care and support needs and that they knew them well. One person told us. "Staff are friendly and are always ready to help’.
People’s care needs were assessed and we saw evidence of this in the care files we looked at. People told us that they were involved in their care and support and were given choices.
We noted that people’s current care files did not contain sufficient information about people’s preferences. The Registered Manager acknowledged this and explained that the provider was in the process of implementing a new format of care plans. We looked at an example of the new care plans which were to be implemented and noted that this would include details of people’s interests and preferences.
Staff told us that they were well supported by their manager and that there was good communication amongst staff including management staff about people’s progress and their needs.
We looked at the training records for eight members of staff and noted that all staff had received appropriate training to meet the needs of people using service. The Registered Manager confirmed that all staff would receive medication administration training provided by an external organisation in May 2014 and that they would complete moving and handling training.
Is the service caring?
One person who used the service told us 'staff are respectful and always treat us with dignity’. Another person who used the service said ‘staff are empathetic’. People we spoke with told us that they had been treated with respect and dignity in the home. People also said that staff were friendly and spoke with them in a respectful manner.
One person told us that staff always made time to speak with people. We saw that there was good interaction between the Registered Manager and people who used the service. People who used the service and relatives we spoke with were very positive about the staff at the home.
People looked well cared for and we saw that the atmosphere was relaxed in the home.
Is the service responsive?
People who used the service and two relatives we spoke with told us that if they had any concerns or complaints, they would feel comfortable raising this with staff or the Registered Manager at the home. People said that staff were ‘approachable’ and ‘listened’. We also saw that the home had a complaints policy and procedure which was displayed on a noticeboard in the home. The home also had feedback forms available for people to leave their comments and suggestions.
One relative said that staff always kept them informed of developments and communication was very good at the home.
People’s care and health progress was monitored closely. Written notes about people’s behaviour, mood, health and care were completed by staff. People’s care plans and their health needs were regularly reviewed with people who used the service. People were involved in a range of activities outside the service depending on their interests. We saw that details of appointments with healthcare professionals had been kept.
Is the service well-led?
Staff we spoke with had a good understanding of the ethos of the home and quality assurance processes were in place. This helped to ensure that people received a good quality service at all times and this was confirmed by people who used the service.
People who used the service told us that they felt listened to by members of staff and the Registered Manager. Residents' meetings were held regularly which enabled people to discuss issues regarding the running of the home. This encouraged people to raise queries and concerns with management and members of staff.
Staff told us that staff meetings took place monthly and said that these meetings were helpful and enabled them to raise queries and concerns with their team and share information. Staff also told us that they felt able to consult the Registered Manager if they had concerns or queries. They said that they felt supported by the Registered Manager and had regular one to one meetings.
People who used the service, their relatives and other professionals involved with the service completed an annual quality survey.