Two inspectors carried out this inspection. The focus of the inspection was to answer five key questions; is the service safe, effective, caring, responsive and well led?
Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people's relatives and the staff supporting them and from looking at records.
If you want to see the evidence supporting our summary please read our full report.
Is the service safe?
Systems were in place to make sure that managers and staff learned from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduced the risks to people and helped the service to continuously improve.
When people were identified as being at risk, their care plans showed the actions that would be required to manage these risks. These included the provision of specialist equipment such as pressure relieving mattresses, hoists and walking aids.
We saw that major improvements had been made to the environment of the home. Where risks were identified in some areas for example damaged carpets, these had now been replaced with new floor covering.
Recruitment procedures were rigorous and thorough. No staff had been subject to disciplinary action. Policies and procedures were in place to make sure that unsafe practice could be identified and therefore people were protected.
Is the service effective?
Staff we spoke with were knowledgeable about the people they supported and knew people very well. People's health and care needs were assessed with them, and they or their relatives were involved in developing their plans of care wherever possible. People told us they were included in decisions about how their care and support was provided. From speaking with staff they were able to demonstrate a good understanding of people's care and support needs.
Suitable arrangements were in place for staff to receive updated training to ensure they had the skills, knowledge and experience to meet the needs of people who used the service. This ensured that the outcomes for people would continue to improve.
Is the service caring?
We observed a relaxed and friendly atmosphere at the service throughout our visit. Good professional relationships appeared to exist between people using the service and staff.
One person said 'The girls are alright, they look after me. I do what I can for myself. I am happy here.' Another person said 'I like living here. The staff are lovely they look after me well.'
People looked well cared for and we observed good care practices taking place. We observed the lunchtime experience and saw that staff were calm and unhurried and they spent time with people.
Relatives we spoke with described the home as being 'very good' and staff as being 'helpful.' One relative said 'I am always happy with the care mum receives. The staff are really great 'she's my mum ' if there was a problem I would be the first to say.' The relative went onto to give an example of when their relative was in pain and how staff 'dealt with it straightaway.' Another said 'X is settled and well looked after. I would say to anyone to come here.'
Is the service responsive?
People's needs were assessed and records we looked at showed they received specialist equipment or aids that they needed.
People we spoke with knew how to make a complaint if they were unhappy. People told us they were confident that any issues they raised would be looked into and action taken.
When we visited we saw a staff team that acted professionally and responded appropriately to people's care needs. People were being assisted promptly and we saw that the staff had time to spend socialising and engaging with people.
The service carried out an annual satisfaction survey. Results were being collated and analysed to see if the home could make further improvements.
Is the service well-led?
Effective management systems were in place to promote and safeguard people's safety and welfare. Such as health and safety records and peoples care records were up to date and had been reviewed regularly.
The quality assurance system included audits and checks carried out by staff at the service and by other people from within the organisation. Records showed that issues were identified and responded to in a timely way. As a result the quality of the service was continuously improving.
Staff we spoke with were clear about their roles and responsibilities. Staff had a good understanding of the ethos of the home and the quality assurance systems in place. This helped to ensure that people received a good quality service. They told us the manager was supportive and promoted positive team working.
Effective management systems were in place to promote and safeguard people's safety and welfare. Such as health and safety records and peoples care records were up to date and had been reviewed regularly.
Relatives we spoke with told us they thought that overall the service ran well. One relative said 'On the whole I am very happy it has been a relief. I could not have chosen a better place if I tried. Mum says she is treated like a queen.'