20 April 2017
During a routine inspection
Watkins House is an extra care housing service providing personal care to people. Watkins House is a purpose built block of flats on 3 levels, containing 44 flats. The service provides support to older people to remain independent and live in their own flat within their community. At the time of inspection the service provided personal care to 13 people who lived in flats in Watkins House.
There was 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.
The service was previously owned by another organisation but was taken over by the local authority in June 2016. The service was registered with the CQC in June 2016. This inspection on 20 April 2017 was the first inspection for the service under new management.
During the inspection, the registered manager and service manager explained to us that the service was going to close in the next 18 to 24 months. They explained that the site would be redeveloped to provide supported housing on the current Watkins House site. They confirmed that Consultation regarding the proposal had commenced with people, families, staff and social workers to relocate people to a new home either for a short time until the new Watkins House site was completed or for a permanent tenancy of their choice and suited to their needs.
People who used the service informed us that they were satisfied with the care and services provided. People told us they were treated with respect and felt safe when cared for by the service. They spoke positively about care workers and management at the service.
Systems and processes were in place to help protect people from the risk of harm and care workers demonstrated that they were aware of these. Risk assessments had been carried out and care workers were aware of potential risks to people and how to protect people from harm. These included details of the triggers and warning signs and how to support people appropriately. Care workers had received training in safeguarding adults and knew how to recognise and report any concerns or allegations of abuse.
We checked the arrangements in place in respect of medicines. Care workers had received medicines training and policies and procedures were in place. We looked at a sample of Medicines Administration Records (MARs) and found that all of these were completed fully with no unexplained gaps. The service had an effective medicines audit in place.
Care workers had the necessary knowledge and skills they needed to carry out their roles and responsibilities. Care workers spoke positively about their experiences working for the service and said that they received support from management and morale amongst staff was positive.
Care workers had a good understanding of and were aware of the importance of treating people with respect and dignity. Feedback from people indicated that positive relationships had developed between people using the service and staff and they were treated with dignity and respect.
People received care that was responsive to their needs. People’s daily routines were reflected in their care plans and the service encouraged and prompted people’s independence. Care plans included information about people’s preferences.
The service had a complaints procedure. People we spoke with said that they felt able to complain to management but did not have any complaints.
There was a management structure in place with a team of care workers, a team leader, a registered manager and a service manager. Staff told us that communication was good at the service and said they received up to date information. Staff were informed of changes occurring within the service through staff meetings where they had an opportunity to share good practice and any concerns.
Systems were in place to monitor and improve the quality of the service. The service also undertook a range of checks and audits of the quality of the service and took action to improve the service as a result.