9 April 2014
During a routine inspection
Is the service safe?
The person we spoke with told us he felt safe and his dignity was respected. Safeguarding procedures were robust and staff understood how to safeguard people they supported. Systems were in place to help managers and the staff to learn from untoward incidents, such as safeguarding concerns. This helped the service to continually improve. People we saw were not being put at unnecessary risk and where possible, they (or their relatives) were involved in making decisions about the care and support provided.
Recruitment practices adopted by the service were robust. Policies and procedures were in place, to make sure unsafe practices were identified, which helped to ensure people were protected. Staff were deployed appropriately to ensure staffing levels were adequate to meet people's needs.
Is the service effective?
The health and personal care needs of those using the service had been thoroughly assessed with a range of people involved in their care and support. Specialist dietary needs had been identified where required. Systems were in place to ensure the service was effectively assessed, so the quality of service provided could be consistently monitored.
Is the service caring?
We spoke with one person living in a communal living arrangement. We asked him about the staff team. Feedback from him was positive. He said staff were kind and caring towards him and helped him to meet his needs. When speaking with staff it was clear that they genuinely cared for the people they supported and they were observed speaking with people in a respectful and friendly manner.
People using the service and their relatives completed an annual satisfaction survey. Where shortfalls or concerns were raised these were taken on board and dealt with. People’s preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people’s wishes.
Is the service responsive?
Policies and procedures were in place to show people could be assured that complaints were thoroughly investigated and action taken as necessary. Staff were seen to be responding to people well by anticipating their needs appropriately.The service worked well with other agencies and services to make sure people received care in a consistent way.
Is the service well-led?
The service had a quality assurance system in place and records showed that identified problems and opportunities to change things for the better were addressed promptly. As a result, the quality of service provided was continuously monitored.
Staff spoken with had a good understanding of their roles. They were confident in reporting any concerns and they felt well supported by the managers of the service.