4 August 2014
During a routine inspection
Below is a summary of what we found. The summary is based on our observations during the inspection, speaking to people using the service, staff supporting them and from looking at records. If you want to see the evidence supporting our summary please read the full report.
Is the service safe?
People were treated with dignity and respect by the staff. People told us they felt safe. Safeguarding procedures were in place and staff understood how to safeguard the people they supported.
Systems were in place to make sure the managers and staff learnt from events such as complaints and concerns, whistleblowing and investigations. This reduced the risks to people and helped the service to continually improve. The home had proper policies and procedures in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards although no applications had needed to be submitted. Relevant staff had been trained to understand when an application should be made and how to submit one. This meant that people were safeguarded as required.
Recruitment practice was safe and thorough. Policies and procedures were in place to make sure that unsafe practice was identified and people were protected.
Is the service effective?
People's healthcare needs were assessed with them and they were involved in writing their care plans. Specialist dietary, mobility and equipment needs had been identified in care plans where required. People said they had been involved in writing them and they reflected their current needs.
Is the service caring?
People were supported by kind and attentive staff. We saw that care staff showed patience and gave encouragement when supporting people. People commented, 'I love the staff here they help me a lot. They take me out and help me feel happy'.
People's preferences, interests, aspirations and diverse needs had been recorded. Care and support had been provided in accordance with people's wishes.
Is the service responsive?
People regularly completed a range of activities inside and outside of the home. All people enjoyed having trips out and were supported in their choice of outings.
People knew how to make a complaint if they were unhappy. No one we spoke to felt the need to make a complaint as they were very happy with the service they received. We looked at how complaints had been dealt with and found the responses had been open, thorough and timely. People could therefore be assured that complaints were investigated and action was taken as necessary.
Is the service well-led?
The service worked well with other agencies and services to make sure that people received their care in a joined up way. The service had a quality assurance system, records seen by us showed that identified shortfalls had been addressed promptly. As a result the quality of the service was continually improving. Staff told us they were clear about their roles and responsibilities.