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Inspection report

Date of Inspection: 8 April 2014
Date of Publication: 10 May 2014

Overview

Inspection carried out on 8 April 2014

During a routine inspection

Is the service safe?

We spoke with people who received a service and they told us that they felt safe. They said that people treated well them and this offered them reassurance and comfort. They told us that they thought staff were well trained and knew how to do their job well. People told us that they felt their rights and dignity were respected.

We saw that safeguarding procedures were robust and staff understood how to safeguard people they supported.

We saw that risks to people’s safety and welfare was assessed and when necessary actions were taken to reduce risks. Staff gave us examples of how risks were managed within people’s own homes. People were not put at unnecessary risk but also had access to choice and remained in control of decisions about their care and lives.

Is the service effective?

People’s health and care needs were assessed with them, and they were involved in writing their plans of care. When they were unable to take part in this process their representatives were involved. They told us that needs were met in ways that people preferred and that support was flexible to meet people’s changing needs. People said that their care plans were up to date and reflected their current needs.

Is the service caring?

We spoke with seven people supported by the service. We asked them for their opinions about the skills and experience of the staff. Feedback was very positive. One person told us, “They provide excellent care”. Another person told us, “They are absolutely fabulous”.

When speaking with the registered manager and the staff it was clear that they genuinely cared for the people they supported. Our feedback from people who received a service reflected this.

People using the service, their relatives, friends and other professionals involved with the service completed an annual satisfaction survey. Responses seen from the latest survey was overwhelmingly positive. We looked at care plans and saw that people’s preferences, interests, aspirations and diverse needs had been recorded. People told us that care and support had been provided in accordance with people’s wishes.

Is the service responsive?

During our inspection we saw how the registered manager and staff team were able to make changes to the timing of a visit to accommodate a medical emergency. Records showed how the provider worked well with other agencies and services to make sure people received consistent care.

People knew how to make a complaint if they were unhappy. People who spoke with us said that they would always ring the office if they had any worries or concerns but all stressed that they did not have any.

Is the service well-led?

The service had a quality assurance system. We saw how the registered manager did regular reviews and audits. They told us that they had effective monitoring tools that reassured them that they provided a good service. The manager also told us how they planned other checks and audits to further develop this process. The registered manager demonstrated how they stayed abreast of current best practice and new initiatives. As a result the quality of the service was continuously improving.

Staff told us they were clear about their roles and responsibilities. This helped to ensure that people received a good quality service at all times.