Two inspectors visited the service's office and spent time talking to the manager and staff and sampling the records. After the visit we spoke to several people who used the service and several members of staff.We considered all the evidence we had gathered under the outcomes we inspected. We used the information to answer the five questions we always ask;
' Is the service caring?
' Is the service responsive?
' Is the service safe?
' Is the service effective?
' Is the service well led?
This is a summary of what we found:
Is the service safe?
We spoke with several people who used the service. They told us that they felt safe. One person said, 'We feel very safe.' People confirmed that they knew how to report any behaviour on the part of staff which made them feel uncomfortable and they had confidence that the manager would take appropriate action.
We saw that appropriate checks were made on people working for the service to make sure that they were suitable to do so.
We saw that there were risk assessments which provided descriptions of the possible dangers to people from the environments or activities. There were clear recordings of the measures taken to minimise these and keep people as safe as possible.
We spoke with several members of staff and they showed that they understood how to report suspected abuse. One member of staff said, 'The manager told us, 'anything you don't feel comfortable with let me know, don't hesitate' and I know she would want to know.'
We found that the service's safeguarding procedures were robust and staff understood their role in safeguarding the people they supported. We checked staff training records and saw that staff had received recent training in safeguarding vulnerable adults.
Is the service effective?
People told us that they were happy with the care they received and the care workers who supported them. We found that care staff knew the people they supported well.
Staff training records showed that staff had received appropriate training in a number of relevant topics including: food hygiene, dealing with dementia, moving and handling and infection control. This meant that staff had the appropriate skills and knowledge to ensure that people received safe, appropriate and effective care.
We checked people's care plans and found them to be detailed, relevant and up to date. This meant that members of staff had appropriate information to provide an effective service to people.
Is the service caring?
People were supported by kind and attentive staff.
We spoke with four people who used the service. They all said that they were pleased with the standard of care provided. One person told us, 'I am perfectly happy.' Other people said, of the care workers, 'They are very, very obliging' and 'they treat us with kindness.'
We spoke with several members of staff. They all displayed a positive attitude towards their role and a caring attitude towards the people for whom they provided a service.
We concluded that people had a good experience of care and support which was delivered with compassion and respected their dignity and human rights.
Is the service responsive?
People told us that they felt comfortable asking for changes to their routines or the tasks which staff carried out.
Records showed that people were consulted about the plans for their care and support and they had opportunities to make changes to their care plans when circumstances changed.
We found that care workers had regular one to one supervision meetings. This meant that care staff had the opportunity to discuss their training and development needs, welfare and any concerns they might have about the people they were caring for.
People using the service told us that they would have no hesitation in telling the manager and staff if they were unhappy or had any complaints about the service they received. We were told that the manager was approachable and helpful and where they had made requests or raised minor concerns, these matters had been responded to promptly and to their satisfaction.
Is the service well-led?
We found that the manager had made improvements to the organisation of the service since our last visit.
We saw that the manager was well known to the people with whom we spoke.
People who used the service were complimentary about the manager. Comments included, 'I know her well and I could ring her at any time if I wanted things changing'.
Care staff employed by the service told us that the manager was approachable. One care worker told us, 'The manager comes and does spot checks on me. She is really good. I know that she is just a phone call away if I have any problems.'
The manager told us about and showed us evidence of spot checks which she carried out on staff as they carried out their duties.
We saw records which showed that the manager monitored the records and there were systems for making sure that calls were not missed.
We concluded that there was effective leadership in this service, which ensured that people were provided with safe and responsive care.