Archived: The Meeting Place

Is the service safe?

Staff had undergone a thorough recruitment and induction process and had also received appropriate training and guidance including safeguarding of vulnerable adults. We saw that the provider had taken the appropriate action to protect people from abuse. They had followed the correct process for reporting safeguarding alerts to the local authority safeguarding team and the Care Quality Commission.

Records contained detailed assessments of people's needs that had been carried out prior to them moving to the service. This ensured that the staff had the relevant skills and knowledge required to meet the individual's identified needs.

Where people did not have the mental capacity to provide consent the provider complied with the requirements of the Mental Capacity Act 2005. Staff had received training in this area. The Care Quality Commission monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. Whilst no applications had been submitted at this time, the provider was finalising several applications for submission. We saw that the provider had proper policies and procedures in place. Relevant staff had been trained to understand when an application should be made, and how to submit one.

The provider had displayed their complaint policy on the notice board alongside an easy read version. Systems were in place to make sure that managers and staff learnt from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduced the risks to people and helped the service to continually improve.

Is the service effective?

It was clear from what we saw and from speaking with staff that they understood people's care and support needs and that they knew the people well. People's health and care needs were assessed with them, and they were involved in writing their plans of care. Where this was not possible staff had sought views from relatives and other health care professionals.

Is the service caring?

People were supported by staff who took time to explain things clearly to them and listened to their responses. They were able to do things at their own pace and were not rushed. One person told us, 'The staff very kind.' Another person said, 'All of the staff are nice they help me when I am unwell.'

Is the service responsive?

Records confirmed people's preferences, interests, aspirations and spiritual needs had been recorded and care and support had been provided in accordance with people's wishes. We saw that arrangements had been put in place with people to enable them to change the time of their visits and the frequency when requested.

Is the service well led?

The service worked well with other agencies and services to make sure people received their care in a joined up way. We saw that the service ensured that the relevant health care professionals had been involved in assessing, planning and meeting people's changing health needs.

The service had a quality assurance system in place. Records seen by us showed that identified shortfalls were addressed promptly. As a result the quality of the service was continuously improving. Staff told us they were clear about their roles and responsibilities and that they had received excellent support and supervision from the manager.

We saw that people using this service were safe, well cared for by responsive and well led staff. People received care and support according to their assessed needs. We found that records relating to people who used the service provided an accurate reflection of their needs. Where people did not have capacity to consent to their care and support and where treatment was required the provider had acted in accordance with the legal requirements and principles of Mental Capacity Act (MCA).

We found that people were protected from the risks of unsafe use and management of medicines. There were enough skilled and experienced staff to meet people's needs. Staff told us that they had received appropriate training and spoke knowledgably about the people they provided care and support to.

People told us that the care workers treated them with respect. One person said, 'Yes they (care workers) do, always respectfully." Another person said, 'They (care workers) are very very helpful. If I have a problem I go to them and if they have a problem they come to me."

People told us that they felt that the support they received from the service met their needs. One person said, 'We are happy.' Another person said, 'Yes I am happy with my care."

We looked at the care records of five people who used the service and found that people experienced care, treatment and support that met their needs and protected their rights.

We saw that the staff were trained and supported to meet the needs of the people who used the service.