During our visit we interacted with three people living at the home. Due to the complex needs of people living at the home communication was difficult to evaluate. We spoke with the registered manager and two members of staff. We used this inspection to answer our five key questions; is the service safe, effective, caring, responsive and well led?
Below is a summary of what we found. The summary describes what we observed, the records we looked at and what the registered manager and members of the staff team told us.
Is the service safe?
People were treated with respect and dignity by staff. Consent to care and treatment had been sought and signed for by appropriate persons. Safeguarding procedures were robust and staff understood how to safeguard the people they supported.
We saw systems were in place to help ensure the registered manager and staff learn from events such as accidents and incidents, complaints and concerns. This reduced the risks to people and helped the service to continually improve.
The home had policies and procedures in place in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards. Relevant staff had been trained to understand when an application should be made and how to submit one. This meant people were safeguarded as required.
The registered manager was responsible for arranging staff rotas and took people's care needs into account when making decisions about the numbers, qualifications, skills and experience of staff required. This helped to ensure that people's needs were met.
Policies and procedures were in place to help make sure unsafe practice could be identified and people were protected.
Is the service effective?
There was an advocacy service available if people needed it. This meant people could access additional support when they required it.
People's health and care needs were assessed with them and they were involved as much as possible in the development of their plans of care. Specialist dietary, mobility and equipment needs had been identified in care plans where required. We saw care plans reflected the current needs and wishes of people.
People's needs were taken into account with appropriate signage. The layout of the service enabled people to move freely and safely around the home. The premises had been sensitively adapted to meet the needs of people who lived at the home.
Is the service caring?
People were supported by kind and attentive staff. We saw staff were patient and gave encouragement when they supported people. Staff engaged and involved people in decision making processes and went about their duties in a relaxed and unhurried manner.
People's preferences, interests, aspirations and diverse needs had been recorded and care and support was provided in accordance with people's wishes.
Is the service responsive?
People had access to a range of daily activities both inside and outside of the home.
Details of the complaints procedure was easily accessible and clearly displayed on the notice board in the hallway. The procedure was presented in written and pictorial representation so that everyone could understand it. We saw there was a complaints log and entries made had been recorded in detail and dealt with appropriately. We saw there was a comments log for people to use. We saw positive comments about the service had been made. This showed us people were happy with the service they received.
Is the service well led?
People who used the service, their relatives, friends and others involved with the service completed an annual satisfaction survey. Comments and ideas were listened to and acted upon in a timely manner.
The service worked well with other agencies and services to help make sure people received their care in a cohesive manner.
The service had a quality assurance system and records showed notes for action were addressed promptly. As a result, the quality of the service continued to improve.
Staff told us they were clear about their roles and responsibilities. Staff had a good understanding of the ethos of the home and quality assurance processes which were in place. This helped to ensure people received a good quality service at all times.