This inspection took place on 4 and 5 August 2015 and was unannounced. At our previous inspection in December 2013, we found the provider was meeting the regulations in relation to the outcomes we inspected.
Queen Elizabeth House provides accommodation and residential care for 28 older people, including people living with dementia and with physical disabilities. At the time of our inspection the home was providing support to 26 people. The home had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People were protected from the risk of abuse because staff had received appropriate support and training which enabled them to identify the possibility of abuse and take appropriate actions to report and escalate concerns. People and their relatives told us they felt risks related to individuals care was identified and managed appropriately. Risk assessments were person centred, detailed and responsive to people’s needs.
Medicines were managed, stored and administered safely. There were safe staff recruitment practices in place and appropriate recruitment checks were conducted before staff started work ensuring people were supported by staff that were suitable for their role.
There were systems in place to monitor the safety of the environment and equipment used within the home minimising risks to people. There were arrangements in place to deal with foreseeable emergencies.
There were processes in place to ensure new staff were inducted into the home appropriately and staff received regular supervision and annual appraisals. Staff were aware of the importance of gaining consent to the support they offered people and the registered manager and staff we spoke with were able to demonstrate their understanding of the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards legislation.
People were supported to maintain good health and had access to a range of health and social care professionals when required. People’s nutritional needs and preference were met.
Staff demonstrated a good understanding of the needs of the people they supported and could describe peoples’ preferences in how they liked to be supported. We observed staff speaking to, and treating people in a respectful and caring manner and interactions between people, their relatives and staff were relaxed and friendly.
People received care and treatment in accordance with their identified needs and wishes. Care plans documented information about people’s personal history, choices and preferences, preferred activities and people’s ability to communicate.
People were supported to engage in a range of activities that met their needs and reflected their interests. There was a complaints policy and procedure in place and information on how to make a compliant was on display in the entrance hall of the home so it was accessible to all.
People and their relatives told us the atmosphere in the home was open, friendly and welcoming. People told us and we observed that the registered manager and staff were approachable. The home and provider took account of people’s views with regard to the service provided through satisfaction surveys that were carried out on an annual basis. There were systems and processes in place to monitor and evaluate the quality of the service provided.