Archived: Raglan House

This service needed to have a registered manager and there was one in post. 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.

Staff were caring and knew people well. They were able to describe what mattered to people and the support and care they needed to stay safe and well.

People were protected from avoidable harm because risks had been assessed and guidance was available to staff. Staff knew how to identify abuse and who they should report any concerns to.

Staff were attentive to peoples' needs and records were made to ensure requests and concerns were addressed. People’s care plans included information about personal preferences and provided individual detail about how people were supported day to day. Staff kept clear records about the care that they provided.

People were involved in activities that they enjoyed. They were engaged with a wide range of activities that reflected individual preferences, including individual and group activities. These activities were supported by care staff and were available throughout our inspection.

Deprivation of Liberty Safeguards had been applied for when people who needed to live in the home to be cared for safely, did not have the mental capacity to consent to this. Staff understood these Safeguards. Care was provided in line with the Mental Capacity Act 2005.

People were supported by staff who had received appropriate training to do their jobs and cared about their welfare. Interactions between staff and those living in the home were gentle, familiar and kind.

People had access to appropriate healthcare for on-going and emerging health needs. This included dental care, psychiatry and input from their general practice. They received their medicines safely.

People described the food as good and there were systems in place to ensure people had enough food to eat and enough to drink. People had choice of food and drinks and these options reflected guidance from speech and language therapists about safe eating.

People told us the staff were kind. Staff treated people, relatives, other staff and visitors with respect and kindness throughout our inspection.

There were robust quality assurance systems in place. Where the need for improvements was identified as necessary action was taken to ensure this happened.

We noted the registered manager was in the process of updating health and safety policies and that all staff had completed appropriate training.

We observed some communal areas, which though clean, required some refurbishment and updating.

Everyone told us they were happy in the home. One person said 'I really like it here.', another told us, 'the staff are very kind.'

People were involved in their care planning and were treated with dignity and respect by each other and staff throughout our inspection. We saw that they were supported in ways that promoted independence and choice making.

People told us that their care needs were met. We saw that needs were assessed and reviewed and the staff we spoke with were knowledgeable about the people who lived in the home.

People were cared for by staff who understood what to do about abuse. We saw that people were supported to keep themselves safe.

People were not cared for in a clean environment. We saw that some areas if the home were not clean during our inspection.

The home had a maintenance plan and ongoing maintenance work was undertaken to maintain a safe environment.

There were enough skilled and experienced staff working in the home. There had been a shortage of staff and sometimes they were working at minimum levels, but the underlying causes were being addressed and trips out were still happening.

There was a system in plan to audit the quality of the service in the home. People told us that their views were taken into account.

People told us that staff knew what to do and how to provide the care and support needed. One person told us that they do not require much support and whilst they explained that they are independent they also told us they appreciated the staff's company.

The home had a quality assurance process that ensured people's individual needs were reviewed. However, the home environment was not adequately maintained and the home did not have effective infection control processes.