The inspection was carried out by one inspector over seven and a half hours. We also spoke with four people who used the service, six staff and six relatives as well as the registered manager and director of operations.
At the time of our inspection the service provided support to 50 people who received support with their personal care.
The inspector gathered evidence against the outcomes we inspected to help answer our five key questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led? The inspector gathered information from people using the service and their relatives by telephoning them.
Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, the staff supporting them and from looking at records.
If you want to see the evidence supporting our summary please read our full report.
Is the service safe?
People told us they felt safe. Safeguarding procedures are robust and staff understood how to safeguard people they supported.
People told us that they felt their rights and dignity were respected.
Systems were in place to make sure that managers and staff learn from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduced the risks to people and helped the service to continually improve.
The staff rotas took into account people's care needs and the health and wellbeing of staff. We saw that people who required support using specialist equipment had two staff allocated to assist them. This ensured that their needs were met.
Recruitment policies and procedures were in place. People who used the service were involved in the interview process where this was possible. However, checks that should have been completed before staff started working for the service were not always carried out. References from the most recent employer had not always been taken up and steps had not been taken to identify the reason for gaps in employment
We have asked the provider to tell us how they will make improvements to meet the requirements of the law in relation to checks and documentation required before staff start working at the service.
Is the service effective?
People's health and care needs were assessed with them, and they were involved in writing their care plans. When specialist needs had been identified, staff had received training in these areas. We found that care plans were up to date and reflected people's current needs.
People told us that they could contact the registered manager when needed and that they were listened to.
Is the service caring?
We spoke with people who used the service. We asked them for their opinions about the staff that supported them. Feedback from people was positive, for example; 'Devoted carers', 'They are not clock watchers', 'Caring carers'.
People using the service, their relatives, friends and other professionals involved with the service completed an annual satisfaction survey. Where shortfalls or concerns were identified, the service responded to address any issues.
People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes.
Is the service responsive?
People knew how to make a complaint if they were unhappy. One person said that they had made a complaint and were satisfied with the outcome.
The service worked well with other agencies and services to make sure people were safe and protected from harm.
Is the service well-led?
The service has a quality assurance system, and records showed that problems that were identified were addressed promptly. When opportunities to make improvements were identified they were acted on.
Staff told us they were clear about their roles and responsibilities. Staff had a good understanding of the ethos of the service. Staff said that they felt well supported and the registered manager was always contactable if they needed help or guidance. This helped to ensure that people received a good quality service at all times.