9 May 2014
During a routine inspection
Is the service safe?
People told us they were treated with respect and dignity by the staff. People told us they felt safe whilst the care was being provided. They said that staff understood how to safeguard the people who used the service.
A system was in place to record accidents and incidents, complaints, concerns, and whistleblowing. This helped the staff to learn from such events and reduced the risks to people and helped the service to continually improve.
The registered manager planned staff rotas taking account of people's care needs when making decisions about the numbers, qualifications, skills and experience required. This helped to make sure people's needs were panned for and met.
We saw records to show that recruitment practice was safe and thorough. A range of policies and procedures were in place to make sure unsafe practice was identified and people were protected.
Is the service effective?
We spoke with a relative of a person using the service. They told us that their health and care needs were assessed with them.
We saw that people's mobility and equipment needs had been identified in the person's care records where required.
A relative spoken with confirmed they were always welcomed by accommodating and supportive staff.
Is the service caring?
People spoken with told us they were supported by kind and attentive staff. A relative spoken with said, 'All I can say is, brilliant.'
People told us that the service regularly checked on the quality of the service they provided with people who used the service. Where shortfalls or concerns were raised these were addressed.
Is the service responsive?
People spoken with were aware of the complaints procedure but had never had cause to complain. They told us that they felt assured that complaints would be investigated and action taken as necessary.
Is the service well-led?
We saw records to show that the service worked well with other agencies and services to make sure people received the care they required.
The service was in the process of developing a quality assurance system. Records seen by us showed that the service had not formally implemented the system because they had been operating for less than a year. However the manager told us that a spot check system would help to monitor that the quality of the service was continuingly improving.