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Inspection report

Date of Inspection: 5 September 2013
Date of Publication: 8 October 2013
Inspection Report published 08 October 2013 PDF

Overview

Inspection carried out on 5 September 2013

During a routine inspection

We talked with eight people who used the service to gain their views and experiences. People told us that they received good care and their views and choices were listened to and acted on. One person told us, �It�s very nice here. I am happy here.� Another person told us, �I have made lots of friends; we play bingo together and sit outside relaxing when it�s nice weather.�

All eight people told us that they were very satisfied with the service provided. One person said, �I have no complaints. I love it here. The staff help you with things and are pretty good. They always ask you if you need anything and are very kind and understanding.� Another person told us, �It is not an easy job to look after so many people; what pleases one doesn�t another but they ( staff) try ever so hard to be get it right and are flexible and accommodating.�

People confirmed they were consulted about the care and support that they were provided with and understood the care and treatment choices available to them. One person told us, �They (staff) always get my permission before they start helping me. They make sure I am ready. I read somewhere about (different care home) staff getting people ready when they were still sleeping. They just started washing and dressing them without warning. I wouldn�t like that it must have been so frightening. They (staff) don�t do that here. They (staff) are kind and chatty and don�t rush you. They tell you what they are doing. It�s nice and reassuring and makes me feel safe.�

We looked at six people�s care records which provided information for staff on how to meet individual�s health and care needs. We saw that people�s choices and preferences were reflected in the care records and written in a way that promoted independence.

We saw that the service provided enough qualified, skilled and experienced staff to meet people�s needs. We looked at staff records and spoke with three members of staff who told us they were being appropriately supervised and supported. Staff we spoke with were knowledgeable about the people they supported and on to meet their needs.

We spoke with six people about the quality of the food. Feedback was positive. People said the food was appetising and there was a variety. We observed people as they were eating their lunch. Where a person required full assistance from staff to eat and drink, we observed positive staff interaction.

We saw that the provider had systems and procedures in place to regularly monitor and assess the quality of the service provided. We also looked at the way that complaints were recorded and dealt with, and saw that they were handled in line with the provider's policy.

During our inspection we observed that the interaction between staff and people using the service was friendly, respectful and professional. Staff respected people�s privacy and dignity and sought their agreement before providing any support or assistance. One person told us how their choices and preferences were taken into account. They said, �I prefer not to join in the activities. It�s not for me. I like my own company and they (staff) know that. They don�t push me to join in but they do ask me to see if I have changed my mind. I won�t though but it�s nice they still check.�