26 May 2016
During a routine inspection
At the time of this inspection 32 people were living in the service. This inspection took place on 25 and 26 May 2016 and was unannounced.
The service had a registered manager in place. 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.
Management systems that included quality monitoring did not always ensure safe and best practice was followed in all areas. Some records had not been completed or maintained in a consistent way to support the care and treatment provided. This could lead to staff not having up to date information on people’s needs and care provided. Lack of clear and accurate records could also lead to staff not following best care practice.
People were looked after by staff who knew and understood them well. Staff treated people with kindness and compassion and supported them to maintain their independence. They showed respect and maintained people’s dignity. All feedback received from people and their representatives through the inspection process were positive about the care, the approach of the staff and atmosphere in the home. People told us they would recommend the home and comments included, “Oh I do like it here, I’m so happy here,” “There’s nothing better than this place,” “I’d give it ten out of ten,” and “It’s just lovely, nice atmosphere and nice kind people.” Feedback from visiting professionals was positive with a multi-disciplinary approach to care and treatment.
Staff had a good understanding of safeguarding procedures and knew what actions to take if there was an allegation of abuse. Staff understood the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS). Senior staff had an understanding of DoLS and what may constitute a deprivation of liberty.
Staff were provided with a full induction and training programme which supported them to meet the needs of people. Staffing arrangements ensured staff worked in such numbers, with the appropriate skills that people’s needs could be met in a timely and safe fashion. The registered nurses attended additional training to update and ensure their nursing competency.
People were given information on how to make a complaint and said they were comfortable to raise a concern or give feedback. A complaints procedure and comment cards were readily available for people to use.
Staff monitored people’s nutritional needs and responded to them. Preferences and specific diets were provided. People were supported to take part in a range of activities that met their individual needs.
Feedback was sought from people on a daily basis and satisfaction surveys had been completed. The management style fostered in the home was transparent listened and responded to people and staff’s views.