16 April 2019
During a routine inspection
People’s experience of using this service:
The feedback we received from people and relatives was good. Staff we met and spoke with were happy and proud; they were loyal and committed to the provider and registered manager. This was reflected in their attitudes and integrity during the inspection. All staff on duty were happy to contribute to the inspection and share their views and experiences.
The service was safe and risks to people were managed well. Staff knew how to protect people from harm and had received safeguarding training. People were living in a safe, well maintained environment. The service was clean and tidy and free from any unpleasant odour. There were enough staff employed to help keep people safe and to meet their needs. We found that recruitment practices were safe and the relevant checks were completed before staff started work at the service. There were systems in place to ensure medicines were managed, stored and administered safely.
The service was effective in meeting people’s needs. Staff received regular supervision and support. The annual training programme was extensive and equipped staff with essential skills and knowledge. Arrangements were made for people to see a GP and other healthcare professionals when they needed to do so. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. People were provided with a healthy, balanced diet whilst promoting and respecting choice.
The service was caring towards people. People were treated with kindness, respect and compassion and people were given support when they needed it. Staff were seen to be caring towards people they supported and spoke about people positively. Staff had very good knowledge of the people they supported, including their life histories, the things they liked and didn't like and the people who were important to them.
The service was responsive to people’s health and social needs. People received person-centred care and support. Regular monitoring and reviews meant that referrals had been made to appropriate health and social care professionals. Where necessary care and support had been changed to accurately reflect people's needs and improve their health and wellbeing. People received end of life care that was dignified, respectful and caring. People were encouraged to make their views known and the service responded by making changes.
The service was well led. People received a high standard of care because the management team led by example and had high expectations about the standards of care people should receive. Staff were enthusiastic and happy in their work. They felt supported within their roles and held the management team in high regard. Staff described working together as a team, how they were dedicated to providing person-centred care and helping people to achieve their potential. Systems were in place to monitor the quality and safety of the service and the care people received.
Rating at last inspection: Good (published October 2016).
Why we inspected: This was a planned inspection based on previous rating.
Follow up: We will continue to monitor the service through the information we receive. We will visit the service in line with our inspection schedule, or sooner if required.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk