28 March 2017
During a routine inspection
The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
There was a system for safe staff recruitment but full employment histories of staff were not always recorded. Staff told us they felt appropriately trained and well-supported; however, there were no clear recorded systems for monitoring staff training and development requirements.
Care files contained risk assessments, but these were not always detailed and precise enough and did not provide staff with sufficient guidance to efficiently reduce the risk of harm to people.
Care plans were not always person-centred. People’s life histories were obtained, however, the care plans did not provide any information about people’s likes and dislikes.
There were some processes to monitor the quality of the service provided. However, where shortfalls had been highlighted there were no records that actions had been taken to address issues. Records kept by the service were not always available, accurate or complete.
People told us they felt safe using the service because staff were skilled and knowledgeable, and knew how to care for them well. Staff had a good understanding of what constituted abuse and whom to contact if safeguarding concerns were raised.
People received care from staff who understood their individual health needs and what was required to support them in a safe way. People were assisted to take their medicines where appropriate and regular checks were made to ensure staff properly supported people to take their medicines.
People received care and support from staff who were regularly supervised and their performance and ability to do the job were checked. Staff told us they could request and access training when they needed. Staff understood people’s needs and knew their individual requirements.
Staff understood the principles of the Mental Capacity Act (2005), and the registered manager understood the actions needed to be taken if they were concerned about people being deprived of their liberty.
People who required support were provided with sufficient amounts of food and drink during the day and were assisted to manage their health needs. The service referred people to other professionals if they had any concerns.
People and relatives were positive about the care people received. They complimented the caring nature of staff. Staff encouraged people to be as independent as possible and the focus of the service was to develop people's skills and improve confidence.
People liked staff who cared for them and who they felt understood their needs. Staff supported people in a respectful manner, promoted people’s dignity.
People knew how to complain and were offered opportunities to share their views and opinions about the service they received. The opportunities included regular review meetings, visits by the registered manager and also surveys.
People understood they could call the administration office and speak to a member of the management team if needed. People were confident that they would be listened to and that appropriate action needed would be taken.
Staff felt supported by the provider. The registered manager regularly worked alongside people and staff which gave them an insight into the running of the service and people's needs.
We found two breaches of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. You can see what action we told the provider to take at the back of the full version of this report.