A single inspector conducted the inspection and helped to answer our five 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 is based on our observations during the inspection, from speaking with people who use the service and a relative, speaking with the staff and from looking at records. We spoke with five people who lived in the home although they did not all comment on the service provided. One person told us that they had been to the shopping centre with a member of staff and had bought some clothes.
Is the service safe?
We saw that people were treated with respect and dignity by the staff. People came to the office to take their medication. Staff talked to them about their day and listened to what they had to say. Medication was stored safely in a medicine cabinet. Two staff administered the medication and signed the record to make sure it was correct. Staff received training so that they could administer medicines to people in a safe way.
Each person had a series of risk assessments which included the action that was needed to reduce risk and keep people safe. There were general risk assessments and risk management plans so that the people who lived in the home, staff and visitors were kept safe. There was an emergency contingency plan to make sure that people were kept safe if there was an emergency.
There were systems to make sure that managers and staff learned from events such as accidents, incidents and concerns. This reduced the risks to people and helped the service to improve continually.
The home had information about the Mental Capacity Act and Deprivation of Liberty Safeguards and staff had received training. There had been one Deprivation of Liberty Safeguards application to make sure that the person was safeguarded and their rights were upheld.
Staff supported people to clean and tidy the house. They made sure all shared areas were clean throughout the day so that people were protected from the risk of infection.
We saw that there were enough staff so that they were not rushed and could respond to people calmly. This helped to make sure that people's needs were always met. Staff received a range of training and could work towards qualifications so that they had the right skills to support people and keep them safe.
The manager audited the quality of service once a month to make sure that the service was safe.
Is the service effective?
People's health and care needs were assessed and each person had a detailed support plan so that staff knew how to support them. Information about people's needs and what was important to them was recorded in their plans. The support care plans were regularly reviewed and updated so that they reflected people's current needs.
Each person had their own room and these were furnished and decorated as they wished.
Is the service caring?
People were supported by kind and attentive staff. We saw that support workers showed patience and gave encouragement when supporting people. One person told us that staff supported them to shop for clothes and personal items. Another person said that staff supported them to clean and tidy their room.
People could give their views about the service through an annual survey and residents' meetings, and where shortfalls or concerns were raised these were addressed.
People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in line with people's wishes.
Is the service responsive?
People could participate in a range of activities outside the home if they chose. Staff took care to find out what each person was interested in so that they could support them with activities that suited their needs. For example one person wanted to join a table tennis club and staff were supporting them to apply.
People and their relatives knew how to make a complaint if they were unhappy. There had been one recent complaint. We looked at how this had been dealt with, and found that the response had been open, thorough, and timely. People could therefore be assured that complaints were investigated and action was taken as necessary.
There was a regular group meeting to obtain people's views and action was taken in response to comments.
Is the service well-led?
The service worked well with other agencies such as the community psychiatric nurse, psychiatrist and GP to make sure people received their care in a joined up way. The service has notified CQC of incidents as required.
The service had a quality assurance system. We saw records, which showed that identified shortfalls were addressed promptly. As a result, the quality of the service was continuingly improving.
Staff we spoke with were clear about their roles and responsibilities. The service manager told us that the senior managers in the organisation provided good support and monitored the quality of the service.