Queensridge Court is an extra care facility providing accommodation for up to 91 people. People who lived there had various levels of need. When we visited 53 people did require care. Some of those people required minimal support and prompting whilst others required in excess of four calls a day to provide full care and support.One inspector carried out this inspection. During our inspection we met and spoke with 12 of the people who lived there, seven staff and the registered manager.
We set out to answer our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well lead? Below is a summary of what we found. The summary is based on our observations during the inspection, discussion with people who lived at the home, their relatives, the staff supporting them, and by looking at records. If you wish to see the evidence supporting our summary please read the full report.
Is the service safe?
All the people we spoke with told us that they felt safe living at the service. One person told us, 'I do feel safe and wouldn't be happier anywhere else'.
We saw that people were treated with respect and dignity by the staff. Interactions were friendly and relaxed.
Safeguarding procedures were in place and staff had a general understanding of their role in safeguarding people. The registered manager told us that they understood their responsibilities to refer to the Deprivation of Liberty safeguards.
Systems had been put in place to promote learning from events including medication errors.
Is the service effective?
People's health and care needs were assessed and care plans told staff what people's care needs were. People told us that they had been involved with planning their care and support.
Staff told us that the handover arrangements between staff had been improved and they received the information they needed to support people effectively.
The registered manager had arranged for an advocacy service to be available to people. This meant that if needed people could access additional support.
Staff had received most of the training they needed to carry out their role. However some training updates were needed to ensure that they had the skills and knowledge to care for people effectively.
Is the service caring?
We observed interactions between people and staff in the communal areas of the service. We saw that people were supported by staff that was caring and kind. We saw staff sitting and talking to people and responding to people's request for help and advice.
Most people told us that the staff were very good. One person said, 'The staff are really good. They treat me well. They always ask me how I want things to be done'.
When we spoke with staff they demonstrated that they cared for the people they supported.
Is the service responsive?
All the people we spoke with told us that they knew how to make a complaint if they needed to. One person told us, 'I know the manager and I would go and speak to her if I needed to'.
The registered manager recorded complaints and their outcome so trends were identified.
Regular meeting had taken place with the people that used the service and people were asked their views about improving the service.
A variety of social and community activities take place which people were able to access if they wanted too.
Is the service well-lead ?
The manager had registered with us, CQC.
We found that previous compliance actions had been met. This meant that steps had been taken to continually improve the service, for the benefit of the people that used the service.
Staff told us that many improvements had been made at the service since our last inspection. They told us that the registered manager is approachable and had an open door policy.