During this inspection we spoke with five people who used the service, two relatives and three staff including; the service provider, registered manager and deputy manager. We viewed three care records and six staff training files. Five people were using the service at the time of our visit.We focused on answering five key questions; is the service safe, effective, caring, responsive and well-led?
Below is a summary of what we found. The summary describes what we observed, the records we looked at and what people using the service, their relatives and the staff told us.
If you want to see the evidence that supports our summary please read the full report.
Is the service safe?
People received care and treatment in an environment that was safe. The communal areas and bedrooms that we looked at within the home were clean and tidy. A survey completed by a relative said 'The accommodation is very homely and not like a typical residential home, it is warm, clean and comfortable.'
We found there were enough staff on duty to meet the needs of the people living at the home and the service provider was available on call in case of emergencies. Staff training records we looked at showed people had the skills and experience needed to support people living in the home.
There were procedures in place to identify and prevent abuse to people occurring. Referral procedures to external agencies were in place and staff spoken with were aware of whom to contact, both internally and externally, should they suspect someone had been the victim of abuse.
The Care Quality Commission (CQC) monitors the operation of the Deprivation of Liberty Safeguards (DOLS) which applies to care homes. The registered manager had been trained to understand when an application should be made, and how to submit one. At the time of our inspection no applications had been made.
We spoke with five people who used the service. They all told us they could speak to any member of staff if they had any worries or concerns. One relative commented in a recent survey 'X trusts the carers and understands that they have their well-being foremost in their minds.' We spoke with one relative who told us "I feel totally reassured that X is safe and well cared for."
Is the service effective?
We saw that people who used the service, their relatives and health and social care professionals were all involved in making decisions about people's care and treatment. People's needs were assessed and care was delivered in line with their individual care records. In each of the three care records we looked at we saw people had risk assessments in place for staff to follow which ensured they supported people appropriately with their physical and mental health well-being.
We reviewed six staff training files and saw that training identified as mandatory by the provider such as safeguarding, moving and handling, food hygiene, fire safety, first aid, and infection control was up to date. We saw training that assisted the professional development of staff was in the process of being arranged. Further training was scheduled for mental capacity, DOLs and dementia.
The manager and staff told us they treated people as individuals, promoted independence and encouraged everyone to do what they could for themselves. One person told us, "I like going to the cinema.' Another person told us 'I like going to the day centre.' During our inspection three people went out to take part in community activities of their choice.
Is the service caring?
We observed staff interact with people at different times during the day. We observed breakfast and lunch being served as well as medicines being administered. Staff were friendly, patient and calm. People were encouraged to be as independent as they could and where they needed assistance this was provided in a way that was appropriate for their needs.
The environment was relaxed and all staff had a calming demeanour and good rapport with people using the service. One person who used the service told us, "The staff are good at looking after me.' Another person said 'They are very kind and caring towards me.'
Is the service responsive?
The provider had in some cases assessed people over many months before they moved into the home to ensure they could meet their needs. This ensured the risk to a breakdown in the placement was minimised. We saw that people's health and social care needs were reviewed frequently with other professionals.
People were confident they would receive the support they needed quickly should their health needs change. This was demonstrated by the registered manager and deputy manager who were able to recognise changes in one person who was at risk of physical health deterioration. This was monitored closely and medical help arranged as necessary.
Is the service well led?
The registered manager was a former health care professional with over 30 years' experience working with people with mental health support needs. We spoke with the service provider who showed a good understanding of what was required to ensure staff were led by an effective management team.
A relative commented in a survey 'We have regular discussions and I am very happy with the way the home is run and the care and support given to X.' One person we spoke to told us 'It's excellent here.' Another relative we spoke to told us "If we didn't have Gledwood as a family we wouldn't know what to do."
Systems were in place to ensure that people were happy with the service they received and to ensure their health and safety was protected.