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Inspection report

Date of Inspection: 15 May 2014
Date of Publication: 17 June 2014
Inspection Report published 17 June 2014 PDF

Overview

Inspection carried out on 15 May 2014

During a routine inspection

In this inspection we considered five key questions: Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service and the staff supporting them, and from looking at records.

If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

People were not protected fully against the risks associated with medicines because the provider did not have appropriate arrangements in place to manage medicines. We identified concerns in relation to the recording, storage and safe administration of medicines.

The service had taken steps to ensure people�s care and welfare needs would continue to be met in the event of foreseeable emergencies.

Is the service effective?

Staff had qualifications, skills and experience to carry out their roles effectively. However, because there were not enough staff to meet people�s needs at all times, this put people at risk of not receiving appropriate care.

Is the service caring?

People were supported by kind and attentive staff. Care was observed to be respectful and responsive to individuals� needs. We saw that care workers showed patience and gave encouragement when supporting people.

People spoke positively about the support they received from staff. One told us, �The girls are nice. I wouldn�t want to go anywhere else.� Another described the care they received as �very good indeed.� Staff and people living at the home were seen to know and get on well with each other, and interaction was observed to be polite and positive throughout the day.

Is the service responsive?

People who used the service and their representatives completed customer satisfaction surveys. Where shortfalls or concerns were raised these were addressed.

The provider had a system in place to deal with complaints, but we found evidence that not all complaints were responded to effectively.

Is the service well-led?

The provider had made cuts to staffing levels. This meant there were not enough staff to meet people�s needs at all times. It had also contributed to low staff morale. Management had not identified or addressed this issue.

Systems were in place to make sure that managers and staff learned from events such as accidents and incidents, complaints, concerns and investigations.

Staff had appropriate experience of care provision and were knowledgeable about the systems and processes required for a care home�s effective operation. Stronger leadership was required to make sure all staff followed those systems and processes and to ensure people�s care and support needs were met.