Archived: Margery Girling House

This is a summary of what we found;

Is the service safe?

People told us they felt safe living in the sheltered housing complex and that they would speak with the registered manager or care workers if they had any concerns. One person said, "I feel safe here."

We saw that the staff were provided with training in safeguarding vulnerable adults from abuse. This meant that care workers were provided with the information that they needed to ensure that people were safeguarded. The registered manager and a team leader told us that they had been provided with training in Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS). They were knowledgeable about their roles and responsibilities. This meant that the service was aware of the actions that they should take if people did not have the capacity to consent to care and support provided by the service.

The service was safe. We saw records which showed that the health and safety in the service was regularly checked. This included regular fire safety checks, which meant that people were protected in the event of a fire.

We saw the staff rota and our discussion with the registered manager confirmed that the service assessed people's needs to ensure that there were sufficient numbers of care workers available to meet their needs. People told us that the care workers attended their planned visits on time and that if they needed further assistance they could use their call bells, which were answered promptly. One person said, "I can do most things myself, but there is always someone there if I need help."

Is the service effective?

People told us that they felt that they were provided with a service that met their needs. One person said, "I get all the help I need. They (care workers) ask me what I want and they do it." One person's relative told us that they were satisfied with the care and support provided to their relative.

People's care records showed that care and treatment was planned and delivered in a way that was intended to ensure their safety and welfare. The records were regularly reviewed and updated which meant that care workers were provided with up to date information about how people's needs were to be met.

Is the service caring?

We saw that the staff interacted with people who used the service in a caring, respectful and professional manner. People told us that the staff treated them with respect. One person said, "They (care workers) are very polite."

People who used the service completed satisfaction questionnaires. Where shortfalls or concerns were raised these were addressed.

Is the service responsive?

People told us that they knew how to make a complaint if they were unhappy. We saw that where people had raised concerns appropriate action had been taken to address them.

People's care records showed that where concerns about their wellbeing had been identified the care workers had taken appropriate action to ensure that people were provided with the support they needed. This included seeking support and guidance from health care professionals, including a doctor and district nurse.

Is the service well-led?

The service worked well with other agencies and services to make sure people received their care in a joined up way.

The service had a quality assurance system and records seen by us showed that identified shortfalls were addressed promptly. As a result the quality of the service was continuingly improving.

We looked at the care records of five people who used the service and found that people experienced care, treatment and support that met their needs and protected their rights. Before people received any care or treatment they were asked for their consent and the provider acted in accordance with their wishes.

People told us that they knew how to raise a complaint if they were unhappy with the service they were provided with. We found that there was an effective complaints system available. Comments and complaints people made were responded to appropriately.

We found that people were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.

We saw the provider's training, supervision and recruitment records which showed that people were cared for, or supported by, suitably qualified, skilled and experienced staff.