20 April 2017
During a routine inspection
There was a registered manager in place who was present throughout 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.
People were safe using the service and risk assessments that were in place helped staff to keep people safe and mitigate their risks. Staff had received safeguarding training to help them to identify any concerns or suspicions of abuse to help protect people using the service.
People received calls from consistent carers at their preferred times and for the duration they had agreed. Recruitment checks were conducted appropriately to ensure that people were supported by staff who were suitable. People received some support to manage their medicines. Recording errors which had been identified through audits were addressed with staff to encourage improvement in this area, although audits were not always robust.
People were supported by staff who received ongoing training and guidance for their roles; feedback indicated general satisfaction with the care provided by staff. People were supported to make their own choices and to prepare and have meals as required. Records relating to these support areas were not clear and the registered manager told us that this would be promptly addressed so that people would consistently be supported in line with their needs. People were supported to seek further healthcare support as required to promote their health.
People were involved in their care planning and their independence was promoted. Care was taken to gather information about people’s interests and preferences. Most feedback indicated that people were treated with dignity and respect by staff.
People received support that met their needs and this was intended to be monitored and reviewed over the time they used the service. There was a complaints process in place should people and relatives wish to raise concerns, although aspects of the complaints policy required clarity.
The registered provider had systems and processes in place to support the safety and quality of the service. The registered manager had plans to develop and drive improvement at the service and was receptive to our inspection feedback. Staff we spoke with told us they felt supported in their roles and other feedback we received reflected overall satisfaction with the service.