All inspections: The Squirrels - Care Quality Commission

The inspection took place on 9 November 2015 and was unannounced.

The Squirrels provides accommodation and personal care and is registered for up to 58 older people, some of whom have needs associated with dementia. On the day of our inspection, 43 people were using the service including two people on short stay visits.

There was a registered manager in place. 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 appropriate systems in place to keep people safe and staff followed these guidelines when they supported people. There were sufficient numbers of care staff available to meet people’s care needs and people received their medicine as prescribed and on time.

The provider had a robust recruitment process in place to protect people from the risk of avoidable harm. Staff had been recruited safely and had the skills and knowledge to provide care and support to people.

People were treated with kindness, compassion and warmth by staff who knew them well and who listened to their views and preferences. Their dignity and well-being was respected.

People’s health and emotional needs were assessed, monitored and met in order for them to live well. The service was individualised and person centred. The service worked closely with relevant health care professionals. People received the support they needed to have a healthy diet that met their individual needs.

People were able to raise concerns and give their views and opinions and these were listened to and acted upon. Staff received guidance about people’s care from up to date information about their changing needs.

There was a strong manager who was visible in the service and worked well together with the team. People were well cared for by staff who were supported and valued.

Management systems were in place to check and audit the quality of the service. The views of people were taken into account to make improvements and develop the service.

During our inspection of The Squirrels on 20 June 2013, we saw evidence that staff had made every effort to identify and act on the wishes of people who lived there. One person told us, 'They [staff] always ask before they do anything. I decide what goes on.' Relatives we spoke with told us they were consulted, where necessary, in decisions taken about the care and support provided.

Care records we looked at showed that people's needs and preferences had been thoroughly assessed, documented and reviewed. A healthcare professional we spoke with said, 'The residents are very happy. They [staff] promote independence and always go the extra mile. The care provided is very good.'

We saw that people were provided with a good choice of food and drink in a way that both encouraged and promoted a healthy balanced diet. We also saw that people were given appropriate levels of support where necessary to help them eat and drink.

The premises were safe, suitable and fit for purpose. Adequate emergency procedures were in place and the safety equipment we saw had been regularly checked and well maintained.

We saw that a complaints policy and procedure had been put in place and that people's comments, feedback and suggestions had been regularly sought. Everyone we spoke with during our inspection told us they knew how to make a complaint but had never had any reason to do so.

People told us that their privacy was respected and they could make their own decisions and choices. "The staff are nice, they don't interfere with us, we do as we please. I go to bed when I choose. I like my own company you see and go to my room and watch my own television. I tend to get up early and get up when I feel like it. Staff always knock before coming into my room." People told us that the staff cared for them and treated them well. One person said, 'The care is alright here, they do care for me.' Another person said, 'The staff are fine, we are looked after.'

People told us they felt safe living at the home and would feel able to say if they had any concerns. One person said, "I would be able to say if I had any worries, they are all very reasonable here. There are regular staff, they check on me at night, and I do feel safe." People told us that there were enough staff available and that staff responded to them when they were needed. They also told us they were cared for by staff who were able to meet their needs. One person said, 'The staff are wonderful, never surly, I did not know that people like that existed. Staff are very capable.'

People told us they were satisfied with the quality of the service they received at the home and that their views were listened to. One person said, "Under [Registered Manager's] leadership, the home mainly has delivered. Issues raised are responded to. There is stability now and the staff are familiar faces. The [Registered Manager] is around and about the home regularly and I really rate that."

We did not speak with anyone who uses the service about the way the home manages their medicines.

People with whom we spoke, told us, that they were treated well by care staff and that their privacy and dignity were respected.

People with whom we spoke, told us, that they were happy living at The Squirrels and they found the staff to be nice and caring. Comments included 'the staff are lovely' and 'I like it here'. One person told us that they did not find all staff at the home to be responsive and this has resulted with them not wishing to use their call alarm facility during the night. They told us 'what's the point; staff don't come anyway, so why use it'.

People told us that they felt safe and that, if they had any concerns or worries, they would discuss them with their relative or a member of staff.

Archived: The Squirrels

All Inspections

9 November 2015

During a routine inspection

20 June 2013

During a routine inspection

28 June 2012

During a routine inspection

9 March 2012

During an inspection looking at part of the service

14 November 2011

During a routine inspection