30 January 2017
During a routine inspection
There was a registered manager at the service. 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 had safeguarding and whistleblowing policies in place and staff knew what action to take if they suspected someone was being abused. Safe recruitment checks were carried out. People had robust risk assessments carried out to ensure safe care was provided and potential risks were minimised. There were systems in place to ensure people were supported to manage their medicines safely.
Staff were supported with regular training opportunities, supervisions and appraisals. The registered manager and staff were knowledgeable about their responsibilities around the Mental Capacity Act (2005) and when they needed to obtain consent from people. Staff supported people with meal preparation and were aware of people’s nutritional requirements.
Staff were aware of people’s needs and how to develop positive relationships. People and relatives thought staff were caring. Staff demonstrated their awareness of how to provide dignified care, respect people’s privacy and encourage independence.
Care plans were personalised and staff demonstrated awareness of providing personalised care. Complaints were dealt with appropriately and in accordance with the provider’s policy.
Staff had regular staff meetings to receive updates on the service. The provider had systems to check the quality of the service provided. People and their relatives were asked for their views about the service. Some people and relatives told us communication from office staff could be improved. We have made a recommendation about customer service.