Our inspection team was made up of one adult social care inspector. We set out to answer our five key 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 describes what people using the service and staff told us, our observations during the inspection and the records we looked at. During our inspection, we spoke with each of the people who lived at the service, the care staff and the manager.
If you want to see the evidence supporting our summary please read the full report.
Is the service safe?
Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. We saw that care plans were sufficiently detailed to allow staff to deliver safe and effective care that reflected the support required in people's assessed needs.
People were protected from bullying, harassment, avoidable harm, abuse and breaches of their human rights. Staff we spoke with knew about safeguarding of vulnerable adults and what action to take if they needed to. Records showed that all staff had received training about this. People who lived at the service said that they felt safe. One person told us, 'I'm completely safe and have no concerns".
People lived in safe, well maintained accommodation which presented a comfortable environment.
Staff files contained the information needed by the Health and Social Care Act as well as details of the training they had received. This meant the provider could demonstrate that the staff employed to work at the service were suitable and had the skills and experience needed to support the people who lived there.
The Care Quality Commission (CQC) is required by law to monitor the operation of the Deprivation of Liberty Safeguards (DoLS). This is where restrictions may be placed on some people to help keep them safe. Relevant staff had been trained to understand when an application should be made and how to submit one. We saw that these processes had been followed and reviewed where needed.
Is the service effective?
We asked people if they were happy with the support they received. People told us, or indicated through gestures, sounds and facial expressions, that they were happy with their care and felt that their needs had been met.
Our observations and discussions with staff showed that they had a good understanding of people's care and support needs and that they knew them well. This was reflected by the clear guidance in people's care plans and the support staff provided.
Is the service caring?
We asked people who used the service if staff were kind and gentle when they supported them. People told us or indicated that they were. Our observation found that staff knew how to communicate effectively with people. We observed staff communicating effectively with people. We saw that staff recognised different communication methods used by the people they supported. Care plans contained personalised information which helped staff to know the people they supported and how to meet their needs. We saw that staff showed patience, compassion and understood how to support people as individuals.
Is the service responsive?
People's needs had been assessed before they moved to Marlborough Lodge. This meant that the service had the skills, staff and facilities to meet their identified needs. We saw the people met with their key workers regularly to review what was important to them. We saw that people had access to activities that reflected their individual interests and preferences. They had been supported to maintain relationships with friends and relatives wherever possible.
Is the service well-led?
Staff had a good understanding of their role within the service and felt supported by the manager. The manager showed a good knowledge and oversight of the running of the service. There were quality assurance processes in place to maintain standards in the service. We saw that staff and people who used the service had been given opportunities to express their views. Throughout the inspection, the manager and staff demonstrated that they placed the needs of the people who lived at Marlborough Lodge at the heart of the service. Discussion with staff found that they had a good understanding of their responsibilities and of the values of the service.