Archived: 137 Bills Lane

On the day of our inspection we talked with the manager and looked in detail at the records for four people. The provider might like to note that there was no registered manager currently in post. We spoke with the house leader who had the role of manager within the home. We observed how people were being cared for and talked with two people who lived there. We visited on a weekday and all four people were at home. We talked with three staff members and one health professional. We also spoke with three relatives. One relative commented, 'They are exemplary, I couldn't be more pleased'.

The evidence we collected helped us to answer five key questions; is the service safe, effective, caring, responsive and well led?

Below is a summary of what we found. The summary describes the records we looked at and what people using the service and staff told us.

If you want to see the evidence that supports our summary, please read the full report.

Is the service safe?

We saw that people had been cared for in an environment that was safe and clean. There were enough staff on duty to meet the needs of the people living at the home during the day and night. Safeguarding procedures were robust and staff understood their role in safeguarding the people they supported. The staff and manager had a good understanding of whistle blowing policy.

The Care Quality Commission monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. The manager told us that one application had been made in accordance with these safeguards, which was declined. We saw that proper policies and procedures were in place. The manager understood their responsibilities in relation to the law.

Is the service effective?

Staff had a good understanding of people's care and support needs and knew them well. We saw that people were treated with dignity and care. Plans and care were linked to people's individual needs, for example in relation to nutrition and mobility.

The service worked well with other agencies and services to make sure people received their care safely and effectively. One member of staff told us, 'The manager is brilliant, really supportive. We have a good relationship with the clients and I think the clients have a good life. I think we do the best we can do.'

Is the service caring?

We saw that people were supported by kind and attentive staff. We saw that the staff and manager were patient and gave encouragement when supporting people. We observed one person become upset and anxious and that they were then supported by two staff in an appropriate and caring way.

We found that the care and support was very person centred. All staff were aware of peoples choices, preferences and support needs. Care plans had been written to reflect this. One staff member told us, 'I think the people are cared for very well. We do all care.'

Is the service responsive?

People's needs had been assessed before they moved into the home. People had access to activities that were suitable to them. We observed one person enjoying listening to music and another person going out for coffee with supportive staff. People had care and support delivered to them in a way they appeared happy with. Staff were aware that people's needs changed and responded accordingly.

Is the service well-led?

Staff told us they were clear about their roles and responsibilities. The home is part of a larger organisation. We saw how the home was checked by the organisation to ensure quality standards were maintained.

The manager was aware of their responsibilities and the legal framework they were working within. One relative told us, 'The staff phone me if there is an issue, I'm really well informed by them.'

All the people at the home had complex needs and had either no or limited verbal communication. We therefore watched the care being provided and spoke with staff and the visiting quality standards monitoring manager.

Each person had a support plan and health action plan that had been developed from an assessment of their needs, choices and capabilities. We observed the care and support people were given matched their care plans. Staff demonstrated a good knowledge of people's needs and how to meet them. They supported people to make choices in their every day lives such as what they wanted to eat and drink.

Staff received regular training and support to meet the specific needs of the people living in the home.

There were processes in place to ensure people received their medication as prescribed.

We saw 137 Bills Lane was a large, comfortable and well decorated home. We observed that staff supported both people in a respectful and friendly manner. People's likes and dislikes were evidenced and recorded so staff could provide them with menus and activities they preferred.

We saw care plans were detailed and provided staff with clear information about how to support people safely. We saw that staff worked closely with other health care professionals to ensure care and support remained relevant to people's needs. Risk assessments had been carried out to identify, assess and manage risks relating to health, welfare and safety of both people who lived in the home.

On the day of our visit we saw there were three support workers on duty. This enabled them to take both people out to a Christmas social event that was being held in the community.

There were systems in place to monitor the quality of the service provided.