1 October 2014
During a routine inspection
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 is based on our observations during the inspection, speaking with people who used the service, their relatives, staff supporting them and from looking at records.
Is the service safe?
People told us they felt safe. Safeguarding procedures were robust and staff we spoke with understood how to safeguard the people they supported.
Systems were in place to make sure that managers and staff learnt from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduced the risks to people and helped the service to continually improve.
Is the service effective?
People's health and care needs were assessed with them, and they were involved in writing their plans of care.
People's needs were taken into account with signage and the layout of the service enabling people to move around freely and safely.
Is the service caring?
People were supported by kind and attentive staff. We saw that care workers showed patience and gave encouragement when supporting people.
People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes.
Is the service responsive?
People completed a range of activities in and outside the service regularly.
People using the service, their relatives, friends and other professionals involved with the service completed an annual satisfaction survey. Where shortfalls or concerns were raised these were addressed.
People knew how to make a complaint if they were unhappy. People told us they had never needed to make a complaint but if they did they thought complaints would be investigated and action taken as necessary.
Is 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.
Staff had attended several training courses which took into account the needs of the people who used the service. This ensured that people's needs were met.