5 June 2017
During a routine inspection
There was a registered manager in post at the time of the inspection. 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 registered manager was also the provider.
People felt safe and were supported by staff who understood their risks and how to manage them. People were protected from harm and abuse as staff understood how to recognise and report it. People were supported by sufficient numbers of staff that had been safely recruited. People received their medicines safely and as prescribed.
People were supported by staff with the skills, knowledge and required support to provide safe and effective care. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People who were supported by staff to prepare and cook meals of their choice and staff understood how to meet people’s specific dietary requirements. Where people were at risk of poor nutrition or hydration this was being monitored. People were supported to access healthcare professionals if required.
People told us staff were kind and caring and they were encouraged to make day to day decisions about their care and support. Staff respected people’s choices and promoted people’s privacy and dignity and encouraged their independence.
People were supported by a consistent staff team who understood their needs and preferences. People and their relatives were encouraged to participate in the planning and review of their care. Staff were informed of any changes to people’s care needs to ensure they were able to provide effective support. People’s specific needs were assessed and planned for. The provider had a complaints procedure to ensure the effective and appropriate management of complaints raised.
The provider completed a range of audits and checks, however these were not always effective at identifying the required improvements. There were processes in place to enable people and their relatives to provide feedback on the service. Staff felt supported in their roles and were confident to raise ideas or suggestions about how to improve the service or care for people. The provider understood their responsibilities to notify us of certain events such as allegations of abuse and serious injuries and had done so appropriately.