We spoke with three people who used the service, the registered manager and several staff members during this inspection. We also looked at the quality assurance systems. This helped 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.Was the service safe?
Systems were in place to make sure that managers and staff learn from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. People who used the service said, "I can complain to my support worker if I had any concerns but I don't have any. Everything is fine", "I go home on Sundays. If I had any worries I could talk to my family. I also have a social worker I can talk to" and "I can complain to my key worker. I have no complaints but she would listen to me". This reduced the risks to people and helped the service to continually improve.
The home had proper policies and procedures in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards. Relevant staff had been trained to understand when an application should be made and how to submit one.
The service was safe, clean and hygienic. There were policies and procedures for the control of infection. Three people who used the service told us, "We keep our rooms clean and tidy. Staff will help us if we need them and check up on us, but I can do it on my own", "The home is kept clean and tidy but we do most of that ourselves with support" and "I have a nice room. I keep the room clean and tidy because I cannot stand mess. The staff would support me if I needed help. I do my laundry every Thursday".
Was the service effective?
People's health and care needs were assessed with them if possible, and they were involved in writing their plans of care. Three people who used the service told us, "The goal is to become independent. Staff support me to take my medication. I talk to the staff and they always make me feel better. They always talk to me about my care", "They discuss my care with me. I can say what I want or hope to happen" and "They talk to us regularly about our care. They support us in what we want to do and achieve".
Specialist dietary, medication and community support needs had been identified in care plans where required. Most people were younger adults and did not require any specialist equipment.
The service helped people with mental health problems to recover and if possible achieve independent living. Three people who used the service told us, "They help us become independent. Cooking skills and things like that", "They are helping me to become more independent again. I hope to be able to be more independent in the future" and "I am still a little nervous about doing some things but staff are helping me learn to cope". Other people who visited the home for a meeting had already moved to more independent homes. The care service was providing an effective recovery program.
Was the service caring?
People were supported by kind and attentive staff. We saw that care workers showed patience and gave encouragement when supporting people. There was a friendly atmosphere within the home and we observed that staff chatted to people who used the service throughout the day. Three people who used the service told us, "The staff are very good. They are all supportive and none of them are fierce", "It is good here. The staff are very nice to me" and "I think it is going all right. I am learning to stand on my own and I have a really good relationship with the staff. The staff have been really good to me".
People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. People who used the service were encouraged to provide as much information about their past lives and what they liked or did not. This information gave staff the knowledge to treat people as individuals.
People lived in a comfortable environment and were able to personalise their rooms to make them feel more at home. Three people told us, "I have a nice room and I have made it suitable for me. I like listening to my music", "My room is ok. The areas we all sit in are good as well" and "Our rooms are good and we can put our own things in them. The part I live in is good and we have our own kitchen".
Was the service responsive?
People completed a range of activities in and outside the service regularly. Each person had their known hobbies and interests recorded. One person had returned from doing his personal shopping. Other people who were able came and went as they pleased. On the day of the inspection there had been a meeting and people from another house had visited. They told us they were happy and enjoyed the trips and activities. One person was very involved in the local gym and told us it was his ambition to become a fitness trainer. Another person said, "I go to the gym, swimming and walking with staff. On Monday I do my shopping and during the week I get visits from my social worker and community psychiatric nurse. There is plenty to keep me occupied and I have just been on holiday. It was brilliant".
The registered manager and key staff held regular meetings with people who used the service. There was a staff meeting held at least once a week for various grades. Staff were able to voice their opinions. We saw that results from questionnaires had led the service to provide extra staff or improve the environment. The service produced a newsletter called 'The Voice'. With the agreement of people who used the service their achievements and activities were recorded as was useful information and some staff profiles to explain to people what their role was.
Was the service well-led?
The service worked well with other agencies and services to make sure people received their care in a joined up way. There was a system for providing information to other providers in an emergency.
The service had good quality assurance systems. The registered manager undertook regular audits of the service. Records seen by us showed that identified shortfalls were addressed promptly and as a result the quality of the service was continually improving.
A staff member we spoke with said, "I like working here. I like staff training and teaching people how to be person centred. This should help ensure that people get the best service and care. We are well supported and the managers are approachable".