During our inspection of 38 South Road on 23 April 2014 we set out to answer five questions. These were whether the service is 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, discussions with people who used the service, their relatives, and the staff that supported them. We also spent time looking at records. If you wish to see the evidence supporting our summary please read the full report.
Is the service safe?
People were cared for in an environment that was clean, safe and well maintained. Support staff had received the training necessary to support people safely.
We found that care was planned and delivered in a way that was intended to ensure people's safety and welfare.
Records showed that people had regular health checks and medication reviews. Support staff told us that they worked closely with health and social care professionals to provide consistency and appropriate support.
Is the service effective?
People told us that they were happy with the care that they received and that their needs had been met.
It was clear from our observations and from speaking with support staff that they had a good understanding of people's care and support needs and that they knew them well.
Family members of people who used the service told us, 'I had always been a little wary about my relative going into a care establishment but 38 South Road has been a very positive experience.'
Is the service caring?
We noted that support staff were respectful when speaking with people. People who used the service were relaxed in their company and interactions were positive and friendly. Support staff spoke with great warmth and affection when telling us about the people they supported.
Relatives of people who used the service told us, 'The support staff don't just look after people; they are really involved with them. They teach them how to do things instead of just doing things for them.' Another person said, 'The support staff are absolutely brilliant, we are very pleased.'
People's preferences, interests, and diverse needs had been clearly recorded. This meant that the care and support could be provided in accordance with people's wishes.
Is the service responsive?
We found that the service responded to issues identified through their own monitoring systems.
Records confirmed that people's preferences, interests and diverse needs had been recorded and that care and support had been provided in accordance with people's wishes.
People had access to activities that were important to them and had been supported to maintain relationships with their friends and relatives.
Is the service well led?
Support staff demonstrated a good understanding of the ethos of the home and we saw that quality assurance processes were in place.
People told us that they knew how to make a complaint and we noted that the management had responded appropriately to complaints made by people who used the service.
We asked family members if they would feel confident in raising any complaints or concerns with the management of the service. One person said, 'Oh definitely, I would be very confident to raise any issue whatsoever with the management team if I thought my relative was struggling in any way.' Another person said, 'On the contrary, they tend to raise issues with us before we have noticed them. It gives us great confidence that no-one tries to sweep anything under the carpet.'
Support staff told us they were clear about their roles and responsibilities and felt that they were well supported by the home's management team.