3 December 2020
During a routine inspection
People’s experience of using this service and what we found.
The service was not consistently well managed. Operational care and management structure arrangements did not always fully ensure effectively informed or timely care. Related service improvements needed were not always either identified or assured in a timely manner. The provider had not always notified us of important events when they happened at the service, in timely manner.
The provider’s staffing, risk management, medicines and safeguarding arrangements, helped to ensure people’s safety when they received care. Recognised hygiene measures were followed for the prevention and control of infection. Health incidents and near misses were routinely monitored and analysed, to help inform or improve peoples’ care and prevent any further reoccurrence when needed.
There were effective arrangements for the assessment, planned delivery and review of people’s care. People were supported to maintain or improve their health and nutrition in consultation with relevant external health professionals, when needed for people’s care.
Staff were trained and supported for their role. People were supported to have maximum control of their care and staff supported them in the least restrictive way possible. The provider’s related policies and systems supported this practice.
People were supported by caring staff, who knew people well and how to communicate with them. Nationally recognised care values associated with adult social care, were established within the service and followed by staff, to ensure people’s dignity, equality, choice and rights in care.
The provider was meeting the accessible information standard, to enable people to understand and agree their care, in accordance with their assessed needs. Complaints and regular feedback sought from people and others with an interest in their care were effectively informed, handled and used to influence any care or service improvements needed.
People were overall happy with their care and to recommend the service to friends and family. Personal care arrangements to support people’s end of life care needs were effectively considered against nationally recognised care standards. This helped to ensure people’s dignity, comfort and choice in any event.
Effective arrangements were established for communication, record keeping and information handling at the service; along with considered engagement and partnership working for people’s care and safety.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
This service was registered with us on 15/02/2016 and this is the first inspection.
Why we inspected
This was the first comprehensive ratings inspection of the service. The inspection was prompted in part due to concerns received about the service regarding management and staffing arrangements. A decision was made for us to inspect and examine those risks.
We looked at infection prevention and control measures under the Safe key question. We look at this in our inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to coronavirus and other infection outbreaks effectively.