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Archived: The Friendly Inn Requires improvement

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Inspection report

Date of Inspection: 4 June 2014
Date of Publication: 15 July 2014
Inspection Report published 15 July 2014 PDF


Inspection carried out on 4 June 2014

During a routine inspection

When we visited The Friendly Inn on 4 June 2014, we spoke with the registered manager, the deputy manager, a senior carer and a care assistant. Most of the people who lived at the home were not able to tell us about their care and support because of their complex diagnoses. Five people were able to tell us what it was like to live at the home.

We reviewed care plans and records of care, staff files, and records of the quality assurance processes. We checked how information was stored and managed. We used our findings to answer the five key questions: is the service safe, effective, caring, responsive and well led?

This is a summary of our findings.

Is the service safe?

The care plans we looked at showed that risks to people's health and well-being were assessed. Care plans described the actions staff should take to minimise the identified risks. People�s likes, dislikes and preferences were known to staff.

People told us they felt safe. We found people were protected from abuse and from the risk of abuse. This was because the manager checked that staff were suitable to work with vulnerable people before they started working at the home. Staff received safeguarding training. They understood the various forms of abuse and knew what they should do if they suspected anyone was at risk of abuse.

CQC monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care homes. The deputy manager knew about a recent judgement by the Supreme Court in relation to (DoLS) and was checking the latest guidance for changes in the local authority's policy and procedures. The manager knew they might need to review people�s needs and understood how to make an application to the local authority if they needed to deprive people of their liberty.

Is the service effective?

People told us they were happy with the care they received and their needs were met. It was clear from our observations and from speaking with staff that they understood people's care and support needs and knew them well. People told us they got up and went to bed when they wanted to. We saw people had furnished and decorated their rooms to their own taste and preferences.

Is the service caring?

People were supported by kind and attentive staff. People told us they had a choice of meals. We saw people were supported to follow their own interests and join in group activities if they wanted to. A member of care staff told us, �In the afternoon, we watch a movie or make cakes, or listen to music, have tea and watch soaps. Whatever habits people had at home, we try to maintain.�

We saw care workers were patient and encouraged people to make their own decisions. A care assistant told us, "I can back off when their body language or face tells me to. I understand the triggers. You can�t force an issue. I offer and encourage.�

Is the service responsive?

People's needs and abilities were assessed before they moved into the home. The care plans we looked were regularly reviewed and changed as people's needs changed. We found staff supported people to see other health professionals, such as doctors, dieticians and community psychiatric nurses when they needed to.

The manager listened to people's comments and suggestions and took action to resolve issues straight away. People we spoke with told us they felt comfortable about raising any issue with the staff or manager because they always got a positive response.

Is the service well led?

The manager conducted internal quality reviews and actively consulted with people and their relatives through surveys and meetings. We saw complaints were investigated thoroughly and actions were taken to provide a satisfactory resolution.

Staff had a good understanding of their role and responsibilities for delivering a quality service. Staff told us about the quality assurance checks they made and the actions they took when they identified any issues. A care assistant told us they had team meetings, daily handover meetings and one to one supervision sessions. They told us, �We talk about any concerns, staffing issues and I can ask for a private chat anytime.�