17 January 2019
During a routine inspection
People’s experience of using this service:
People were supported by staff who were aware of the risks to them and how to keep them safe from harm. Where safeguarding concerns had been raised, they had been responded to and acted on appropriately. Individual lessons where learnt when accidents and incidents took place, and work was underway to analyse the information collected for any lessons to be learnt.
Staff felt well trained and supported in their role. People were happy with the care they received and felt it met their needs. Staff practice was regularly observed to ensure people were supported safely and effectively and in line with their care needs.
Staff had received training that was appropriate to them in their role and supported them in providing care in the way people wanted.
Staff were aware of people’s health needs and liaised with other health care professionals to support their wellbeing. People were supported where appropriate at mealtimes.
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 well cared for by staff who treated them with dignity and respect and encouraged them to maintain their independence. People were supported to be involved in decisions regarding their care. People received care and support based on their individual assessment, needs and preferences.
People were confident that if they raised a concern, it would be dealt with appropriately. Where complaints had been raised, they had been responded to and acted on appropriately.
People and staff were complimentary of the service and considered it to be well led. People were asked for feedback on their experience of the service through surveys, meetings and telephone calls. Staff felt supported and listened to and able to contribute to the running of the service. A number of quality audits were in place and the registered manager had plans in place to drive improvement in the service.
Relatives told us they would recommend the service, one relative told us, “I would recommend them because I feel good care is hard to come by and they do provide good care”.
Rating at last inspection: At the last inspection the service was rated ‘Good’ (published 5 October 2016).
Why we inspected: This was a planned inspection.
Follow up: We will monitor all intelligence received about the service to ensure the next planned inspection is scheduled accordingly.