We considered our inspection findings to answer questions we always ask;' Is the service safe?
' Is the service effective?
' Is the service caring?
' Is the service responsive?
' Is the service well-led?
Below is a summary of what we found.
Is the service safe?
Relatives we spoke with told us they were confident that their family members were safe at the home. We found safeguarding procedures were robust and staff understood how to safeguard the people they supported. One relative told us, 'I have no concerns about his welfare or safety here.' Another relative said, 'He is well looked after and I have no concerns whatsoever, he's safe here.'
People were cared for in an environment that was safe, clean and hygienic. Equipment at the home had been well maintained and serviced regularly, therefore not putting people at unnecessary risk. There were enough staff on duty to meet the needs of the people living at the home and a member of the management team was available on call in case of emergencies. The building was clean, well maintained and secure and other appropriate measures were in place to ensure the security of the premises. One relative told us, "They have good staff who deal with and handle people very well. We as a family are happy and think he gets good care.'
Is the service effective?
People told us that they were happy with the care that was delivered and their needs were met. It was clear from our observations and from speaking with staff that they had a good understanding of the people's care and support needs and that they knew them well. We looked at how staff were supported to deliver care and treatment safely and to an appropriate standard. Staff had received training to meet the needs of the people living at the home. One relative told us, "The care, support and the treatment is good. I have no complaints whatsoever and that is down to the staff; the staff are smashing.' Another relative said, 'He needed a special mattress for when came out of hospital. They arranged the physiotherapist and sorted everything for him when he came back here.'
Is the service caring?
People were supported by kind and attentive staff. We saw that care workers showed patience and gave encouragement when supporting people. People told us they were able to do things at their own pace and were not rushed. Our observations confirmed this. One relative told us, 'They seem to understand dementia and mental health conditions. The care and treatment is great.' Other relative's comments included, 'The staff are like your own family, friendly and caring,' and, 'They are so caring with him.'
Is the service responsive?
Care records for people at the service were reviewed monthly to make sure that the information was accurate and up to date. Where people's needs had changed, their care plans were updated more frequently. Records confirmed people's preferences, interests, aspirations and diverse needs had been recorded and care and support was provided in accordance with people's wishes.
We saw the provider had a written complaints policy and procedure, which detailed the process that should be followed in the event of a complaint. The registered manager told us, and records confirmed that no complaints had been received by the service within the 12 months. We also noted that 10 compliments had been received by the service within the last 12 months.
We saw the service had policies and procedures in place in relation to the safeguarding of adults and Deprivation of Liberty Safeguards. We noted the registered manager had recently made Deprivation of Liberty safeguards applications to the local authority. This meant that people were safeguarded as required and the provider responded appropriately to any potential allegations of abuse.
Is the service well-led?
The service had a registered manager who had been in post since April 2012 and the provider had in place systems to monitor the quality of the service people received.
Staff had a good understanding of the ethos of the home and quality assurance processes were in place. People and their relatives were able to complete a customer satisfaction survey. Staff told us they were clear about their roles and responsibilities. This helped to ensure that people received a good quality service at all times. The provider undertook regular audits and risk assessments to monitor the quality of the services and there were effective systems to identify, assess and manage risks to the health, safety and welfare of people using the service and others.
Both staff, people who used the service and their relatives said communication was good. One relative told us, 'I find Wendy (registered manager) very helpful and friendly. The home seems to be very well run.'
Staff received regular supervision and appraisal and told us they felt supported by the management team. A member of the management team was available on call for advice and support and in case of emergencies.