We carried out this inspection to answer our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? 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, 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 were treated with respect and dignity and we observed caring and compassionate care by the staff. People told us they felt safe. People had their own care file and these contained an assessment of needs for example; a personalised care plan, life history, key worker monthly reviews, annual reviews and daily record of care needs.
There were activities for people to be involved in to give them stimulation and a choice about their welfare.
We saw that the service needed to address its infection control practices as we found examples of poor practice in some parts of the home and some furniture was dirty and in need of a deep clean. We have asked the provider to tell us what they are going to do to meet the requirements of the law in relation to infection control.
We also saw that the service needed to ensure the environment and the building was maintained to ensure people were kept safe. We saw examples of plaster flaking form walls, water ingress and inadequately maintained carpet areas that could cause potential trip hazards. We have asked the provider to tell us what they are going to do to meet the requirements of the law in relation to the environment and health and safety.
Is the service effective?
There was an advocacy service available if people needed it, this meant that when required people could access additional support. People were spoken to in a friendly and professional way. Comments included, 'They ask your permission and knock on doors' and 'Staff ask me questions and talk to me about support they give me and I give them my permission.'
A GP who was visiting the service told us, 'I have been visiting this service for some time and it's a nice feeling when the staff know about peoples medical and life history and they know them personally as real people.'
Care files were checked on a monthly basis by the manager and key worker and annual reviews took place to ensure care needs were continuing to be met.
'All staff have a supervision meeting twice a year where training requirements were discussed. There was a training plan in place which ensured all staff had refresher training in a planned way.
Is the service caring?
People were supported by kind and attentive staff. We saw that staff were supportive and attentive to people's needs, and were professional and courteous. People commented, 'I am fully independent and can support my own needs but staff will always give me assistance, I just need to ask them', 'Staff are very good to me and they are always polite and treat me with dignity and respect' and 'If I ring my call bell staff come to my assistance, I don't have to wait long.'
A health care professional was visiting on the day of the inspection. They told us, 'The staff are very caring and they provide genuine care. I see the staff out and about in the town with residents and activities with them are constantly happening. I have seen residents using 'Skype', using email, bowling and sometimes they have singers on too.'
Is the service responsive?
People regularly completed a range of activities both in and away from the service. Different events and activities were available for people to take part in. We observed bun making taking place and people positively engaged in the activity. During our observation, we also saw a person enjoying doll therapy and another person enjoying a game of snakes and ladders on the computer. We also observed a person with their family member on Skype, having a conversation with another family member who lived abroad.
Visiting relatives of people that used the service told us, 'The staff are wonderful, they are very good and always make me feel welcome when I come here to visit my partner' and 'My mum gets very good care and support from the home, it's lovely here.'
People knew how to make a complaint if they were unhappy. We looked at how these complaints had been dealt with, and found that the response had been open, thorough, and timely. People were therefore assured that complaints were investigated and action was taken as necessary.
Is the service well-led?
Pre-admission records completed by the manager and in some cases, the local authority detailed people's needs prior to service commencing at the home. As a result of this people were supported and cared for as they expected.
The service had an effective quality assurance system in place and records seen by us showed that identified shortfalls were addressed promptly. Records we looked at included responses from people who used the service, relatives and other health care professionals.
The staff we spoke with knew about their involvement with team meetings. They told us, 'I have been in a caring role for years and this service is top notch. The people and staff are warm and friendly and everyone treats you with respect'
Staff had a good understanding of the procedures and policies that were in place. This helped to ensure that people received a good quality service at all times.