16 April 2019
During a routine inspection
People’s experience of using this service:
People spoke highly of the quality of the care that they received. People gave positive feedback about the staff, management, activities and food on offer. Staff were committed to the people that they supported and knew people well. Systems were in place to involve people in their care and staff identified personalised ways to make people happy. There were a variety of dining experiences available based on people’s needs and wishes, people’s dietary needs and food preferences were met. There was a wide selection of activities on offer to cater to a variety of tastes and interests. The service was clean, and the environment was tailored to people’s needs. The facilities included spaces such as a cinema, garden areas, bistro and lounges for people to spend their time.
People told us they felt safe at the service and we saw that staff proactively identified and responded to risks. People received their medicines safely and where we identified areas for improvement within medicines record keeping, these were immediately actioned. There were enough staff to safely met people’s needs and appropriate checks were carried out to ensure staff were suitable for their roles.
Care was planned in a personalised way with regular reviews undertaken to identify and respond to changes in people’s needs. Staff knew people’s needs well and there were a variety of systems in place to enable staff to understand what was important to people. People were encouraged to be independent and staff provided care respectfully to ensure people’s privacy and dignity was promoted.
People spoke positively about the management at the service and we saw there was a clear structure in place to ensure staff were supported. There were a variety of checks and audits and systems to involve people in the running of the service. People knew how to raise a complaint and felt confident any issues would be addressed. Where there had been incidents or complaints, these had been responded to appropriately and the provider had systems to monitor and learn from these.
Rating at last inspection: Good. (report published 23 September 2016)
Why we inspected: This was a planned comprehensive inspection.
Follow up: We will continue to monitor the service and will return to carry out an inspection in line with our policies.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk