23 May 2018
During a routine inspection
This announced inspection site visit activity started 23 May 2018 and ended 8 June 2018. It included visiting the registered location (the office) to see the registered manager, staff and to review records, policies and procedures.
There was a registered manager for 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 registered manager was dedicated and passionate in their role. They knew people's needs well and were prominently involved in the day to day running of the service.
Staff understood about people's preferences, routines and the support they needed to maintain their independence and remain living in their own home.
Risks to individuals were assessed and monitored. When incidents took place, the registered manager reflected on the events to ensure learning was embedded for future practice.
Appropriate checks were made before staff started to work to make sure they were suitable to work with people.
People were supported by staff who were committed, compassionate and enthusiastic. Staff told us they felt supported in their roles and had received training that provided them with the necessary knowledge and skills.
Staff understood the need to gain consent and followed legislation designed to protect people's rights and freedoms. Staff understood people's individual needs and were able to make adjustments to ensure these needs were met.
There was a complaints policy in place which people felt comfortable using if they had concerns.
Management and quality assurance systems were in place to drive continuous improvement and the service. The whole team were committed to providing a quality personalised service to people.