14 July 2016
During a routine inspection
The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People received support from staff who understood their health conditions and the related risks to their wellbeing. Staff had support plans to guide them on how to support people safely with their needs and identified risks. There were sufficient staff available to meet people’s needs. Staff sought people’s consent before they supported them with care.
People received support in line with the legal requirements of the Mental Capacity Act 2005 (MCA) and the Deprivation of Liberty Safeguards (DoLS). Staff supported people who may lack mental capacity to understand and make decisions relating to the care they required. Where a decision had to be made for the person the service had followed 'best interest' process and involved healthcare professionals and people close to the person.
Staff told us the registered manager was approachable and supportive. Staff received regular supervisions and annual appraisals. The service used feedback to improve their practice. The registered manager ensured staff received training in relation to specific needs of people.
People told us staff were polite and treated them with respect. Staff involved people and their relatives in planning their care. Staff carried out risk assessments and there were care plans to provide them with guidance to support people safely.
People received the support they required to access healthcare services. Staff supported people with eating and drinking as appropriate and in line with guidance from healthcare professionals.
The registered manager regularly obtained feedback from people and their relatives on the support people received and their views of the service. The service considered people’s views and used them to improve the quality of their care and support.
People understood how to make a complaint and told us they were confident the registered manager would take action to resolve their complaints. The registered manager regularly monitored the quality of the service and improvements were made to the service.