This was an unannounced inspection which took place on 26 and 27 August 2015. We last inspected this service on 14 October 2013, where we found the provider was meeting the requirements of the regulations we inspected.
Neville Williams House is a purpose built residential care and nursing home for up to 50 people. At the time of our inspection 50 people were living at the home.
There was 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 and associated Regulations about how the service is run.
Some people had different ways of expressing their feelings and were not able to tell us about their experiences. People who could speak with us felt safe and secure in their home. Communications between people and staff were generally friendly and polite. Relatives, social care and health professionals and staff felt people were kept safe and cared for. Staff understood their responsibilities to protect people from the risk of harm and abuse.
People received their medicine safely because procedures were in place to make sure this was done without risk of harm. We found people had received their medicine as prescribed by their doctor. People’s needs were individually assessed and written in care records that minimised any identified risks so reducing the risk of harm.
We found there were enough staff to meet people’s identified needs. The provider had a robust recruitment process that ensured suitable staff were recruited to meet the care needs of people living at the home. Staff received continuous training to support them in their role.
The provider took the appropriate action to protect people’s rights and staff were generally aware of how to protect the rights of people.
People were supported to have choices and their care and support needs were met. Everyone spoke positively about the choice and quality of the food available. Staff supported people to eat their meals when needed. However there was some inconsistency between the dining areas, when providing people with a choice and individual one to one support.
People were supported to access other health care professionals to ensure that their health care needs were met.
People and relatives told us that staff was kind, caring and friendly and treated people with dignity and respect. Staff supported people who could not communicate verbally, in a dignified way, ensuring staff remained respectful. Although there were occasions where the behaviour of staff that supported people, was presented in a discourteous way.
People’s health care and support needs were assessed and reviewed. People and their relatives told us they were confident that if they had any concerns or complaints they would be listened to and matters addressed quickly.
The management of the service was stable and the registered and care home managers carried out regular audits. The provider had systems in place to monitor and improve the quality of the service, although these were not always effective, in ensuring the home was consistently well led and some improvements were needed.