27 January 2020
During a routine inspection
At the time of the inspection the service was providing personal care to 17 people.
People’s experience of using this service and what we found
The provider had not fully developed effective systems to monitor the quality of care and support people experienced. Safe fire systems were not systematically in place.
Staff went through a recruitment process so that the provider only employed suitable staff, though the system was not robust.
Staff had received training to provide knowledge and skills which enabled them to do their job well and effectively meet people’s needs.
People felt safe with staff from the service. Staff understood how to protect people from the risk of harm and understood potential signs of abuse. Care plans provided guidance for staff to follow to meet people’s needs. Risk assessments reduced risks to people.
People received their medicines as prescribed and they were protected from the risk of infections through staff working practices. There were enough staff to meet people’s needs.
People were provided with care and support that ensured they had good nutrition and hydration. They had access to healthcare that maintained their health and wellbeing. People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible.
Staff knew people well. People had developed positive relationships with staff which helped to ensure good communication and support. Staff respected people’s privacy and dignity, they supported people to be independent.
People were involved when deciding how support was provided. Staff knew and understood the needs of the people using the service and care was provided based on their assessed needs. Staff were responsive to changes in people's needs to ensure they received help to maintain their health and well-being.
People knew how to raise any concerns or make a complaint. The provider had a system in place to respond to complaints and put things right. The complaints policy provided information about how these would be managed and responded to.
People and staff spoke positively about the management and leadership of the service. They said staff were very friendly and caring, and they had built good relationships with them. The service worked in partnership with external agencies to ensure people achieved good outcomes from their care and support.
Rating at last inspection:
This was the first inspection of the service under a new provider.
Why we inspected:
This was a planned inspection.
Follow up:
We will continue to monitor intelligence we receive about the service until we return to visit as per our re-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