15 March 2017
During a routine inspection
There was not 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 provider had appointed a new manager who was in post at the time of the inspection and told us they intended to make the necessary application to register themselves.
People mostly received their medicines as prescribed, however two people had experienced times when medicines had not been given at the appropriate times. Medicines recording practices were not always safe, however the manager had identified this and was making the required improvements. People mostly received their calls on time, however they were not always advised when staff were running late. People were supported by sufficient numbers of staff to ensure their safety and needs were met. Staff were safely recruited and people told us they felt safe when receiving support from them. Staff understood people’s risks and how to manage them.
Staff received an induction to their role and the manager had identified staff ongoing training needs and had implemented a plan to refresh staff training. People were asked for their consent before care and support was provided. People who were supported by staff to prepare and cook meals were provided with choices, and staff were aware of people’s specific dietary requirements. People were supported to access healthcare professionals if required.
People told us staff were kind and caring and staff treated them with respect. People were encouraged to make day to day decisions about their care and support. Staff promoted people’s privacy and dignity and encouraged their independence.
People were supported by staff who understood their needs and preferences. People and their relatives were involved in the planning and review of their care. People’s changing care needs were assessed and staff were told when people’s needs changed. People knew how to raise a concern or complaint and there was a system in place to ensure complaints were appropriately managed.
People and their relatives told us the management of the service was improving. The manager had completed an audit of the service which had identified the concerns we found during the inspection. The manager had made good progress in improving the service. Opportunities for people and their relatives to provide feedback had improved. Staff understood their responsibilities and felt supported in their roles. The provider was appropriately notifying us of events they are required to do so by law, such as allegations of abuse.