We considered our inspection findings to answer questions we always ask;' Is the service safe?
' Is the service effective?
' Is the service caring?
' Is the service responsive?
' Is the service well-led?
Below is a summary of what we found.
Is the service safe?
People using the service told us they felt safe with staff who provided their care and support. Relatives we spoke with told us they were confident that their family members were safe at the home. One person told us, 'I feel safe here, the staff look after me.' One relative told us, 'He's very safe and well looked after. He would tell me if there was anything untoward going on.' Another relative said, 'He is very safe there and well looked after; it's a good home.'
People were cared for in an environment that was clean and hygienic. Equipment at the home had been well maintained and serviced regularly, therefore not putting people at unnecessary risk. There were enough staff on duty to meet the needs of the people living at the home and a member of the management team was available on call in case of emergencies. The building was clean, secure and other appropriate measures were in place to ensure the security of the premises.
We found that the provider undertook appropriate checks before staff began work and effective recruitment and selection procedures were in place. We also found that people were protected from the risks of unsafe or inappropriate care and treatment, because accurate and appropriate records were maintained.
Is the service effective?
People told us that they were happy with the care that was delivered and their needs were met. It was clear from our observations and from speaking with staff that they had a good understanding of the people's care and support needs and that they knew them well. Staff were supported to deliver care and treatment safely and to an appropriate standard. Staff had received training to meet the needs of the people living at the home. A relative told us, 'His care and support is good and I have no concerns. Every day there is something for him to do.' Another relative commented, 'It's practically one to one support and care he gets. He's very happy there and he's always out and about.'
Is the service caring?
People were supported by kind and attentive staff. We saw that support workers showed patience and gave encouragement when supporting people. All the relatives spoken with talked highly of the level of care provided by staff. One relative commented, "We have no problems with his care; he would be straight on the phone if there was a problem.' Other relative's comments included, 'The staff are good; very caring,' and, "The staff are brilliant with him. From what I've seen, he loves them all, they like him and they all get on well together.'
Is the service responsive?
People's needs had been assessed before they moved into the home. Care records and risk assessments for people at the service were evaluated every month and reviewed annually to make sure that the information was accurate and up to date. Where people's needs had changed, their care plans were updated more frequently. Records confirmed people's preferences, interests, aspirations and diverse needs had been recorded and care and support was provided in accordance with people's wishes.
People and their relatives were consulted about the service people received and the environment in which they lived. Meetings for people and their relatives were regularly held. This demonstrated that the provider took account of the views of people using the service and their relatives.
People had access to activities that were important to them and were supported to maintain relationships with their friends and relatives.
The provider had a written complaints policy and procedure, which detailed the process that should be followed in the event of a complaint. People and their relatives' knew how to make a complaint if they were unhappy. We saw that no complaints had been received by the service within the last 12 months. We also noted that two compliments had been received by the service during 2014. We also saw that all four relatives who responded to the 2013 questionnaire sent out by the service, stated that they knew how to make a complaint and that they were confident that any complaint made would be dealt with in the correct manner.
Is the service well-led?
Staff had a good understanding of the ethos of the home and quality assurance processes were in place. People and their relatives were able to complete a customer satisfaction questionnaire. Staff told us they were clear about their roles and responsibilities. This helped to ensure that people received a good quality service at all times. The provider undertook regular audits and risk assessments to monitor the quality of the services and there were effective systems to identify, assess and manage risks to the health, safety and welfare of people using the service and others. One relative told us, 'We get called to meetings to discuss his care and other things.' Another relative commented, 'It's a well-run and well-managed home.'