We considered all the evidence we had gathered under the outcomes we inspected. We used the information to answer the five questions we always ask.' Is the service caring?
' Is the service responsive?
' Is the service safe?
' Is the service effective?
' Is the service well led?
This is a summary of what we found
Is the service caring?
People told us that received very good care, that 'they are everything I could ask for' The atmosphere was relaxed, no person was rushed and staff answered call bells instantly.
People told us the staff always had time for them and listened with patience if they had trouble expressing themselves. We saw how staff sat down to talk with people, ensuring sufficient time was given to each person. We were told that staff listened to people and their relatives, this meant they understood how to give individualised care.
We observed how staff responded quickly and in a respectful manner to peoples care needs, such as giving assistance at meal times. Staff ensured privacy when discussing individual needs and when giving personal care.
We observed staff assisting people and noted that at all times they were treated with respect. We saw that people were given support when required, but also enabled to remain independent.
A relative told us they had been 100% satisfied with the care given to both their parents and the sensitivity and help shown had been 'exemplary.'
Is the service responsive?
The service was part of the local community, well positioned within the town and involved the community in their activities.
We saw how in the smaller unit they made good use of sensory decorations that people could touch and handle. We saw how memory boxes had been used to enable people to recognise their own rooms and so help with orientation.
We saw evidence of how the service responded quickly to a person's changing needs, how they facilitated changes and ensured any recommendations were carried out. They had a close link with other professional services and good referral and assessment system in place.
We saw that the annual questionnaires were important in remaining responsive to people's well-being. The complaints procedure was in place, but we were told 'If I have a complaint I will tell the manager and I know it will be acted upon, but I have nothing to complain about'
Is the service safe?
People were treated with respect and their dignity ensured by the staff. We were told by people they felt safe and secure at all times. We were told that "Here I have no worries anymore". Staff understood how to safeguard the people they supported
The systems in place ensured that managers and staff learnt from events such as accidents, incidents, complaints and investigations, thus reducing the risks to people. The service strived to continually improve the service given to the people.
The Care Quality Commission is required by law to monitor the operation of the Deprivation of Liberty Safeguards which applies to care homes. The Deprivation of Liberty Safeguards is in place to protect people's human rights.
There were proper policies, procedures and full training in place in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards, with staff showing good understanding of when and how an application should be submitted, this means people will be safeguarded as required. We saw that staff knew about the Whistle blowing procedure and how to report any cause for concern.
A comprehensive training programme was in place for all staff, including Manual handling, Dementia Awareness , communication and Safe handling of medicines. This ensured the staff had the knowledge to provide safe care for people.
Equipment used was well maintained and safe, with staff fully trained in the use, this reduced the risks to people. The registered manager ensured there was sufficient staff on duty, with the necessary qualifications and skills required to meet the needs of people. The rota was continually monitored to account for changing needs and staff requirements, with capacity to respond to unexpected circumstances that might occur.
Recruitment practice was safe, with policies and procedures in place. If disciplinary action was required then action was taken immediately and thoroughly, thus ensuring people were protected from unsafe practice.
Is the service effective?
People were involved in assessing their health and care needs and in the writing of their care plans. Their specific needs were identified in the care plan and information gathered from other professionals and relatives to ensure their care needs were met and the individual was at the centre of the care provision.
Dietary needs were assessed and special diets catered for in an imaginative way, ensuring that everyone could enjoy a satisfying and enjoyable meal time.
Portcullis House has two areas, which although they run independently share staff and have some joint activities. The smaller bedded area accommodates people requiring more support owing to their dementia. The service took account of the needs and abilities of people, ensuring the environment was safe by use of signage and a sympathetic layout. This enabled people to remain active and independent. One person told us their relative "enjoyed being able to do ordinary things, like drying the dishes"
Families and friends were welcome to visit at any time.
Is the service well-led?
The home is run by a manager who is registered by the Care Quality Commission.
The service is well run, with good support from the parent company. We saw evidence of this in action. Staff told us they felt confident that any problems they had could be shared with the manager.
People using the service told us they never felt at any time they were alone, relatives told us the management were approachable and felt the service was well run.
Staff told us that they felt the method of disseminating responsibility through the staff was good. There was always a person to refer to even if the manager was not available and they would not be ignored. We were told that "The managers door is always open and even if they are busy will always find time to talk to you"
We saw evidence of how various quality assurance systems were in place and used to ensure a good quality of service.
We saw how management worked well with other agencies and professionals, ensuring people received the care they needed.