5 June 2019
During a routine inspection
People’s experience of using this service:
People benefitted from receiving care and support from staff who approached their work with kindness and compassion, and treated people with dignity and respect.
People were supported by staff who had the knowledge to protect them from potential abuse as they knew how to recognise different forms of abuse and how to report this. Risks associated with people’s individual care needs were assessed and plans put in place to manage these. Staff had received training in infection protection and control to reduce risks of cross infections.
Prospective staff underwent pre-employment checks to ensure they were suitable to provide care and support to people who used the service. People were supported by a small team of staff who knew them well and had undertaken an induction to help them understand and feel comfortable in their caring roles.
The provider had arrangements in place to provide staff with ongoing training specific to meeting the diverse needs of people who used the service. Support mechanisms to enable staff to carry out their roles and responsibilities helped staff to reflect on their work.
People's needs, and wishes were assessed alongside their representatives before their care and support started and; then kept under regular review. The registered manager worked with a range of community health and social care professionals when this was required and to support relatives to achieve positive outcomes for people.
The provider had processes to support people where required with their medicines. People would only require support to take their medicines if this was part of their care service.
People's care and support was adjusted to their individual needs and requirements. Staff knew people who used the service well and provided continuity of care which was responsive to people’s needs and valued by people and their relatives. Staff read and followed people’s support plans.
Staff supported people with their diverse needs. People had encouragement and support to carry on with the things they enjoyed doing in line with their support plans. Where required staff also supported and encouraged people to have enough to eat and drink.
People were supported by their relatives who knew how to raise any concerns or complaints with the provider. The registered manager used concerns and or complaints to make improvements to people’s care experiences. The registered manager sought to involve people, their relatives and staff in the service.
The registered manager was supported by a care coordinator and a director. As a team they promoted a positive and inclusive culture within the service; based upon open communication with others and respect for their views. Staff felt valued, well-supported and were clear what was expected of them in their caring roles.
People benefitted from a service where the registered manager had a passion and a vision to continue to provide personalised, supportive care to enhance people’s lives as the service expanded.
Rating at last inspection: This is the provider’s first inspection at their new location.
Why we inspected: This inspection was part of our scheduled plan of visiting services to check the safety and quality of care people received.
Follow up: We will continue to monitor the service through the information we receive until we return, as part of the inspection programme. If any concerning information is received, we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk