29 June 2018
During a routine inspection
There was a Registered Manager at this location. 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.
Staff retention was poor at the service. We found that there was high turnover of staff due to remuneration package offered by the provider.
The registered manager had the necessary experience and skills to manage the service. They understood their role and responsibilities. They complied with their registration requirements People, relatives and staff spoke positively about the management of the service. Staff told us they received the support, direction and leadership they needed.
The registered manager carried out various checks to assess the quality of care provided to people. The service worked in partnership with other organisations to improve the service.
Staff were trained to protect people from abuse. They knew the signs to recognise abuse and the procedure to report any concerns. They also knew how to escalate their concerns to external agencies if needed.
Staffing was sufficient and safe to meet people’s needs. Staff underwent a recruitment checks to ensure they were suitable before starting to work with people.
Risks to people were identified and actions put in place to minimised harm and kept people safe. People received their medicines as prescribed and the management of medicines was safe. Staff reported incidents and the registered manager put actions in place to reduce reoccurrence. Staff were trained and followed good infection control procedures.
Staff and the registered manager understood their roles and responsibilities under the Mental Capacity Act (MCA) 2005. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service support this practice. People consented to their care before it was delivered.
People’s care needs were assessed following best practice guidelines. Staff were supported through effective induction, supervision, appraisal and training. People were given the support they needed to meet their dietary and nutritional requirements. People had access to health and social care services to maintain good health and their well-being. The service supported people when they moved between services to ensure their care and support were coordinated well.
People told us staff were kind, friendly and treated them with respect. Staff promoted people’s dignity and independence. People had choice about how they wanted their day-to-day care delivered and staff respected their decisions. People were supported to maintain their religious and cultural beliefs. Staff had completed training on equality and diversity.
People’s care and support was personalised to their needs. People received support from staff to meet their individual needs. People were supported to engage in the activities that they enjoyed. People were supported to socialise, learn new skills, and maintain relationship with family. People and their relatives knew how to complain about the service should they need to.