This inspection took place on 21 and 22 October 2014 and was unannounced.
Emilie Galloway Rest Home, known as Tweed, provides accommodation and care for up to 21 older people. Some are independent and require minimal support; others need support with looking after themselves, visiting nearby shops and attending appointments. There were 21 people living at the home on the day of our inspection.
The home is run by a registered manager who was present on the second day of the inspection. A registered manager is a person who has registered with the Care Quality Commission to manage this service. Like registered providers they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements of the Health and Social Care Act and associated Regulations about how a service is run.
People said they felt safe living in the home. One person told us. “I feel very safe living here.” All staff had attended safeguarding adults at risk training. They had knowledge of the safeguarding procedures, and were clear about what to do if they had any concerns.
Risk assessments had been completed as part of the care planning process. They evidenced the staff provided a safe environment, which enabled people to make choices about how they spent their time, in the home or the community.
People told us there were always enough staff to support them. One person said, “Staff are always available, they do anything we ask.” Staff told us they felt there were enough staff working in the home to ensure people were safe and received the care and support they wanted. One staff member said, “There are always enough staff here. If someone has an appointment, like today, or they want to go shopping, we organise extra staff so that people are not disappointed.”
Pre-employment checks were completed before staff were employed, including references and full employment history. This ensured only suitable staff were employed.
Medicines were managed effectively. Risk assessments had been completed for people who were responsible for their own medicines, and staff ensured that people who required assistance received their medicines in the correct dosage and at the right time.
Staff told us they felt supported to deliver safe and effective care. One staff member said, “We have regular training, which makes sure we are up to date.” Staff demonstrated they knew people well and felt they supported people to maintain their independence.
The registered manager and staff showed an understanding of their responsibilities and processes of the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS). A DoLS application had been made to restrict one person’s freedom to leave the home on their own in order to maintain their safety. Staff went with them when they wanted to go out for a walk or to the shops.
People told us the food was very good. The chef met people every Saturday morning to discuss dishes they liked or disliked, and changes were made to the menu if needed. People said there were always at least two choices, and were seen to enjoy lunch.
People had access to health care professionals as and when they required it, and it was clear from the visit records that this was maintained until treatment had been completed. One person said, “We only have to speak to a member of staff and a doctor would be called.”
People had personalised care and were involved in reviewing the support they received. They told us, “Staff always ask if we are happy with the care provided and there is always someone around asking if we need anything.” Staff said, “We like to let people make decisions about the care we provide” and, “We wait for them to ask for help, or make suggestions, rather than make decisions for them.”
Complaints procedures were in place and we saw that they were displayed in the entrance hall. People said they knew about the complaints procedure, but had not needed to use it. The registered manager told us the home operated an open door policy and people were able to talk to staff at any time.
A range of activities were available for people to participate in if they wished. People said they decided what they wanted to do and some preferred to remain in their rooms.
People told us the registered manager was approachable and supportive. One person said, “The manager and deputy are both helpful. They have helped me to find a reclining chair.” Another person told us, “This is the next best place to being in my own home.”
The provider had quality assurance systems in place to audit the services provided at the home. These included audits of incidents and accidents, medicines and care plans.