12 December 2016
During a routine inspection
There was a registered manager at the service at the time of our 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 service was safe and had practices in place to protect people from harm. Staff were knowledgeable about safeguarding and what to do if they had any concerns and how to report them.
Risk assessments were thorough and staff knew what to do in an emergency situation.
Staffing levels were meeting the needs of the people who used the service and staff demonstrated that they had the relevant knowledge to support the person with their care. People who used the service and their relatives told us their care workers had enough time to carry out all tasks and care workers told us they had sufficient time in between calls.
Recruitment practices were safe and records confirmed this.
Medicines were managed and administered safely and audited on a regular basis.
Newly recruited care staff received an induction and shadowed senior members of staff. Training for care staff was provided on a regular basis and updated when relevant. Care staff were able to request additional training when needed and the training manager arranged this.
Care staff demonstrated an understanding of the Mental Capacity Act (2005) and how they obtained consent on a daily basis. Consent was recorded in people’s care plans.
People were supported with maintaining a balanced diet and the people who used the service chose their meals and expressed their preferences accordingly.
People were supported to have access to healthcare services and receive on-going support. People told us that care staff accompanied them to healthcare appointments when necessary.
Positive relationships were formed between care staff and the people who used the service and care staff demonstrated how well they knew the people they cared for.
The service supported people to express their views and be actively involved in making decisions about their care.
The service promoted the independence of the people who used the service.
Care plans were detailed and contained relevant information about people who used the service and their needs. Care plans were reviewed and documented accordingly.
Concerns and complaints were encouraged and listened to and records confirmed this.
The registered manager for the service had a good relationship with staff and the people using the service and their relatives. There was open communications between all parties.
The service had quality assurance methods in place consisting of spot checks and surveys.
The service had a policy in place about handling money on behalf of people however the policy did not say that these had to be checked by anyone working for the provider. We have made a recommendation in this area.