8 March 2018
During a routine inspection
There was no registered manager in post at the time of 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. The manager registered with us had left the service and a new manager was in post. The new manager had submitted their application to register with us and told us the provider would send an application to remove the registration of the manager who was no longer in post.
The manager understood their role and responsibilities, as did staff. Leadership was visible across the service with both the manager and deputy manager.
The provider had systems to protect people from abuse and neglect and to respond to allegations to abuse. The provider also had processes to learn and improve when things went wrong, including monthly safeguarding meetings to share learning from any safeguarding investigations across the organisation.
Risks relating to people’s care were reduced. The provider had robust risk assessment processes to manage risks and staff knew the support people required in reducing risks relating to their care. People’s medicines were managed safely by staff.
The providers’ recruitment processes checked staff were suitable to work with people. There were enough staff to care for people. Staff received appropriate induction, training, supervision and appraisal to help them understand how to support for people.
People’s needs and preferences were assessed by the provider before they began receiving care and on-going. People were supported to live healthy lives and received food and drink of their choice. People received care in line with the Mental Capacity Act 2005.
People were positive about the staff who supported them and staff understood their needs and personalities. People were supported to maintain their independence. Staff maintained people’s dignity and treated them with respect.
People were supported to spend their time meaningfully and to maintain relationships with people who were important to them.
People’s care plans were sufficiently detailed to inform staff about people’s needs and to guide staff in caring for them.
Although the service had received no complaints in the past year the complaints process was suitable and the provider had robust processes to investigate any complaints.
The provider celebrated success with staff and people through a variety of award ceremonies.
The provider had systems to assess, monitor and improve the service. In addition the provider had systems to openly communicate with, and gather feedback from, people and staff.