25 July 2018
During a routine inspection
Queens Retreat has been developed and designed in line with the values that underpin the Registering the Right Support, Building the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities using the service can live as ordinary a life as any citizen.
This inspection took place on 25 July 2018. At the last comprehensive inspection in March 2016 the service was rated as Good overall.
At this inspection we found the service remained Good.
The service was responsive to people’s needs and highly personalised care and support was delivered which reflected people’s aspirations, hopes and routines important to them. The provider, registered manager and staff had developed a strong person centred working culture. Staff understood people really well, anticipating their feelings and emotions, treating them respectfully, with patience and sensitivity. People’s needs had been assessed and they were involved in developing their care and support with staff. They were fully involved in the planning of their care and making decisions about their lifestyle choices.
People’s independence was actively encouraged. They were provided with training to equip them with the skills and confidence to learn new tasks. People felt safe living in the home and using their local community without staff support. They enjoyed a wide range of activities which reflected their hobbies and lifestyle choices. People had been supported to participate in voluntary work and paid employment. People’s diversity was acknowledged and respected. Staff advocated on their behalf and promoted their rights and wishes.
People were supported to stay healthy and well. They chose and prepared their meals which reflected their likes and dislikes whilst promoting a healthy diet. Each person had a health action plan which described their health care needs. They had annual check-ups with their GP and regular reviews with another specialist healthcare professional. People’s changing health care needs were closely monitored. Staff supported them with compassion, sensitivity and reassurance through changes in their health care needs. People managed their own medicines.
People were supported by staff flexibly to ensure their individual needs were met. Staff had been through a satisfactory recruitment process. Staff felt supported in their roles and had access to refresher training to keep their knowledge and skills up to date. Staff were knowledgeable about people, their backgrounds and individual needs. Staff understood how to keep people safe and were confident any concerns they raised would be listened to and the appropriate action taken in response.
People were fully involved in changes about their accommodation and service provision. Their opinions and views were sought. They had agreed to move together to new accommodation in Gloucester. The registration of this home with the Care Quality Commission was in hand. Staff and managers listened to people and empowered them to make decisions. People talked with staff daily about any issues as they arose. The acting manager worked alongside staff enabling them to lead by example and to monitor the quality of care provided.
The provider had quality assurance processes in place to monitor and improve the quality of the service. The acting manager completed internal audits to oversee health and safety checks, care records, infection control and staff training.
Further information is in the detailed findings below.