At the time of our visit there were 22 people using the service. This inspection was carried out by a single inspector. We spoke with two people who used the service, one relative of a person who used the service and three members of staff. We reviewed four staff files and six people's care plans. We considered our inspection findings to answer questions we always ask: Is the service safe? Is the service caring? Is the service effective? Is the service responsive? Is the service well led?Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, their relatives and the staff supporting them and from looking at records.
If you want to see the evidence supporting our summary please read the full report.
Is the service safe?
People using the service and their relatives told us they felt safe. There were safeguarding policies and procedures in place, which staff, people using the service and relatives were aware of. This helped to ensure that signs of abuse could be picked up and acted on quickly. We saw that the service had acted appropriately when an allegation of neglect was raised.
Staff had competency assessments to make sure moving and handling people and administering medicines were carried out safely. People had assessments that identified any risks to their safety and welfare. Care plans covered these risk areas. Although it was not always clear what action the provider had taken to reduce and manage risks, staff were aware of actions they needed to take to keep people safe.
The provider checked that people received the agreed amount of time with staff to ensure they were kept safe and their needs were met. One person told us, 'I feel completely safe and I've never felt neglected.'
CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. The home had proper policies and procedures in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards although no applications had needed to be submitted. This meant people would be safeguarded as required.
Is the service effective?
Competency assessments for staff were carried out in the presence of expert professionals to ensure that care reflected relevant guidance. People and their relatives were consulted throughout the assessment and care planning process so that the care provided reflected what people wanted and needed. Records of care showed that care was delivered in line with people's care plans so that they received the care that they had been assessed as needing.
Staff told us they felt well equipped to provide care effectively. They received an induction based on national standards and training was planned to cover specific areas that reflected the individual needs of people who used the service. The provider had systems to identify further training needs and these were followed up. This enabled staff to develop the knowledge and skills required to provide care to a high standard.
Is the service responsive?
The provider regularly contacted people who used the service by telephone to check that they were happy with the service and ask whether any changes were required to care plans. A person who used the service told us, 'They ask over the phone and act on my suggestions.' The provider promptly made any changes required as a result of people's feedback. The care plan was flexible and adjusted to reflect people's changing needs and preferences so people received the care they required at all times and staff were aware of people's changing needs. The service had not yet received any formal complaints but people who used the service were aware of the complaints policy and told us they had not needed to use it because the provider had responded to their concerns before they became complaints. One person said they were 'very impressed with how they dealt with it.' This meant that the provider ensured a high quality of care by continually checking that people were satisfied and quickly acting on their feedback.
Staff told us the provider listened and responded to their feedback to help them improve the quality of the service.
Is the service caring?
Staff spoke about people they cared for in a respectful and caring manner, telling us about how they made sure people's privacy, dignity and independence were respected. A relative of a person who used the service told us, 'Staff definitely treat my relative with dignity and respect. They are polite and do what she asks them.'
The provider took steps to ensure that people understood the care choices available to them and had opportunities to be involved in planning their care. The service made adjustments to take into account people's cultural background and other diverse needs. This helped to ensure that people's individuality and values were respected. People who used the service told us, 'They took my individual needs into account' and 'I feel very well cared for.'
Is the service well-led?
In this report the name of a registered manager appears who was not managing the regulated activity at this location at the time of the inspection. Their name appears because they were still a registered manager on our register at the time. CQC has received a registration application for the new manager.
Staff told us they were in regular contact with supervisors and managers and felt that they received the support they needed to carry out their work. The provider carried out regular checks to monitor the quality of the service and responded quickly to address any issues, including providing the necessary support that staff required to learn from identified concerns.
There were clear lines of accountability within the service. On-call managers were on duty at all times and assessments were only carried out by experienced senior staff. This meant that decisions about care and treatment were made by the appropriate staff at the appropriate level.