This inspection was completed by one inspector. We spoke with three people who used the service. We also spoke with the estates manager and two domestic and care staff. The evidence we collected helped us to answer five key questions; is the service safe, effective, caring, responsive and well led?Below is a summary of what we found. The summary describes what we observed, the records we looked at and what people using the service and staff told us.
If you want to see the evidence that supports our summary, please read the full report.
Is the service safe?
People told us they were satisfied with the service they received and felt safe in their apartments and with the staff. One person told us, " I feel very safe when the staff are visiting me."
A policy and procedure on protecting people from abuse was in place. Staff knew the signs of potential abuse and knew their responsibilities if abuse was suspected or disclosed. Staff had received training as part of their induction on safeguarding vulnerable adults from abuse. Certificates were available to confirm this.
The estates manager understood her responsibilities under the Mental Capacity Act. People who used the service had capacity make their own decisions The estates manager said she would follow the policy if it were deemed necessary.
Is the service effective?
People had care plans and risk assessments in place. People told us they had discussed their care and support needs with the estates manager prior to receiving a service. People told us their care plans met their needs. One person said, "I have a plan in place. I know what it says because it's what I asked for."
Staff received a thorough induction when they commenced work with the service. This included the completion of common induction standards, training and shadowing more experienced staff. This enabled them to carry out their care role effectively.
Is the service caring?
People spoke about the staff in a very complimentary manner. One person said, "They (the staff) are lovely and they work very hard." A second person told us, "The staff are wonderful; they can't do enough for you." We observed staff chatting with people who used the service in a respectful and kind manner.
Staff spoke about people who used the service in a kind and professional way. Staff told us, "The people are lovely, it's hard work but I enjoy it" and "It's a really friendly atmosphere, I really enjoy the care side, I enjoy working with the people we support."
Is the service responsive?
Regular reviews were held with people to ensure the care they received continued to meet their needs. One person told us, "They came up last week to discuss my care to make sure it was still meeting my needs. They also pop up and check I'm ok regularly." Records we saw confirmed people's care was reviewed regularly.
People were able to purchase care for specific times when they required it. One person told us they had requested a care service recently following an accident. They told us, "I've been receiving care for a few weeks now. It's been wonderful; they look after me really well.
Is the service well led?
A system was in place to seek the views of people who used the service.
The estates manager recorded all accidents or incidents. The organisation had systems to support staff in learning from incidents and accidents . This minimised the possibilities of them re-occurring.
Monthly checks on areas such as domestic and care support, accidents and incidents, complaints and safeguarding were carried out by the estates manager. These were reviewed by the area manager on a monthly basis and advice and guidance provided regarding any issues identified.