On the day of our visit there were 51 people living at the home. We reviewed the care records for five people and spent time observing how staff supported people. During our visit we spoke with the registered provider, the registered manager, the deputy manager, and four staff including, kitchen staff, carers and nurses. We also spoke with four people who lived at the home and three relatives.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 led?
Below is a summary of what we found. The summary is based on our observations during the inspection, discussions with people using the service, the staff supporting them and looking at records.
Is the service safe?
People told us they felt safe in the home and when being cared for by staff. People were cared for by staff who had the appropriate skills and experience to ensure their safety and welfare. Staff received a variety of training including; dementia awareness, first aid, food hygiene. The provider encouraged staff to complete the Health and social care qualification. Staff had a good awareness of the needs of people who lived at the home.
People were treated with respect and dignity by the staff. People told us they felt safe. The service had a safeguarding policy which outlined the procedure staff should follow. Staff had undertaken training in safeguarding and understood their role in safeguarding the people they supported.
We saw that the home had authorised Deprivation of Liberty Safeguards (DoLS) in place where appropriate. Management we spoke with had a good understanding of DoLS and their responsibility in this.
This meant people received care which ensured their safety and welfare.
Is the service effective?
People's health and care needs were assessed prior to moving into the home and care was then planned to ensure this was delivered to meet people's needs in a way that suited the person. Risk assessments had been carried out to ensure that any risks were assessed and support measures to reduce such risks were identified and implemented.
Staff felt supported and received training which helped them in their role.
Is the service caring?
Staff were knowledgeable about people's preferences and demonstrated patience and understanding when supporting people. We observed staff communicating with people in a calm, dignified and respectful way, ensuring they were given opportunities to express their needs and communicate with others. One person told us 'They (the staff)are sympathetic and listen, they always spend time with you. They are very friendly'.
People's preferences and interests had been recorded and people were able to attend regular meetings to discuss the home. Because of this care and support could be provided in accordance with people's wishes. We saw that people's needs were supported in a calm, dignified and respectful way. This meant people were cared for in a kind and respectful manner.
Is the service responsive?
Care plans were reviewed regularly to ensure they were kept up to date and all staff were made aware of any changes to people's needs.
People could participate in a range of activities if they chose to. All people we spoke with felt listened to and able to make suggestions. One person told us 'The staff are respectful and polite, they are kind and are helping me to get back home'.
People and their relatives knew how to make a complaint if they were unhappy. They were confident that the manager would take action to address any concerns.
Is the service well-led?
All of the staff told us they would not hesitate to raise any concerns with the manager or provider and they felt confident their concerns would be listened to and the manager would take action to resolve these.
Staff told us they received support from the management and regular one to one supervision meetings and a variety of team meeting were held where any issues of concern or suggestions could be discussed.
Satisfaction surveys had been completed to gain people and their representative's views and 'resident meetings' took place regularly.
We saw that the service had a number of audits in place to monitor and assess the quality of the service including infection control, health and safety, care plans, falls and equipment. We saw where improvements were identified actions were taken to address these.