Archived: Marlborough House

This is a summary of what we found;

Is the service safe?

When we arrived at the service a staff member looked at our identification and asked us to sign in the visitor's book. This meant that the appropriate actions were taken to ensure that the people who used the service were protected from others who did not have the right to access their home.

People told us they felt safe living in the service and that they would speak with the staff if they had concerns. One person said, "I would tell the staff if I was worried."

The Care Quality Commission (CQC) monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care homes. While no applications had needed to be submitted, discussions with the manager showed that they understood when an application should be made, and how to submit one. Staff were provided with training in safeguarding vulnerable adults from abuse. This meant that staff were provided with the information that they needed to ensure that people were safeguarded.

Is the service effective?

People told us that they felt that they were provided with a service that met their needs. One person said, "They (staff) have helped me a lot, I am happy."

People's care records showed that care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. The records were regularly reviewed and updated which meant that staff were provided with up to date information about how people's needs were to be met.

Staff were provided with the training that they needed to enable them to meet the needs of the people who used the service in a safe and effective manner.

Is the service caring?

The staff interacted with people living in the service in a caring, respectful and professional manner. People told us that the staff treated them with respect and kindness. One person said, "They (staff) are lovely people."

People using the service completed satisfaction questionnaires. Where shortfalls or concerns were raised these were addressed.

Is the service responsive?

People using the service were provided with the opportunity to participate in activities which interested them. People's choices were taken into account and listened to.

People's care records showed that where concerns about their wellbeing had been identified the staff had taken appropriate action to ensure that people were provided with the support they needed. This included seeking support and guidance from health care professionals, including a doctor and district nurse.

Is the service well-led?

The service worked well with other agencies and services to make sure people received their care in a joined up way.

The service had a quality assurance system and records seen by us showed that identified shortfalls were addressed promptly. As a result the quality of the service was continuingly improving.

The manager had not registered with CQC, however, they told us that they were in the process of making an application with us.

People told us that they chose what they wanted to do in their lives and that the staff listened to them and acted on what they said. They told us about the activities that they chose to do in the community and in the service. One person said, 'I always choose what I want to do.' Another person said, 'The staff listen to me.'

People told us that the staff treated them with respect and kindness. One person said, 'They (staff) are all lovely.' Another person said, 'The staff here are good.' This was confirmed in our observations during our inspection. We saw that the staff were attentive to people's needs and they interacted with people in a caring, respectful and professional manner.

We looked at the care records of four people who used the service and found that people experienced care, treatment and support that met their needs and protected their rights.

We saw the service's complaints records which showed that concerns and complaints were responded to in a timely manner.

We looked around the service and found it to be homely, clean and well maintained throughout.