This was a two day unannounced inspection visit; we spoke with two people who used the service, four relatives, and two members of the staff team, the registered manager, and the care staff training lead, one qualified nurse and two cleaners. We observed that people were treated with dignity and respect by the staff throughout our visit. The purpose of the inspection was 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?' Is the service caring?
We saw that care workers showed patience and gave encouragement when supporting people. Relatives told us that 'The care is good and my family member is well looked after'. One member of staff told us, 'We have a violinist' and 'once a month we have Holy Communion to meet the needs of people who are Roman Catholics and of Christian faith'. People were supported by staff that provided support when they needed. Staff told us that 'care provided is exceptional'. One person told us they were 'Happy with the care'. We noted during the mealtime that people's meals were served on red crockery plates and people were provided with multi coloured solid handled cutlery to help people maintain their independence at mealtimes. Relatives told us 'My [family member] is well cared for here'. Another relative told us 'My [family member] still has their daily newspaper'.
' Is the service responsive?
During our visit we noted that there was a call bell system and people's calls were responded to promptly by staff ensuring that people were not left waiting too long. One relative told us that, 'due to the rapid change in my [family member's] condition the staff responded promptly'. Assessments were planned and the care was provided according to the assessments. For example 'My [family member] now needed 2:1 care'. This meant that the person needed two care workers to assist with their personal care and treatment and this was recorded in their care plan. This meant the staff had responded to the changing needs of the person in their care.
' Is the service safe?
We saw that the home had policies and procedures in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards; the outcomes of people's mental capacity assessments were seen in their care plans. Relatives told us of their involvement with their family member's mental capacity assessment and we noted saw that the staff home provided care according to individual need.
Relatives told us they felt their family members were safe. Safeguarding procedures were maintained; however we found that some staff required training updates in this area. Staff understood how to safeguard the people they supported and were aware of the reporting and recording practices and procedures. No safeguarding concerns had been raised since the previous inspection.
' Is the service effective?
People's health and care needs were assessed and family involvement was encouraged. People coming to live in the home were given the opportunity to spend a day at the service. We reviewed the care records of a person who had recently been admitted into the care home and saw these contained relevant assessments. Relatives told us that they were 'involved in the planning of their [family member's] personal treatment and care'.
The registered manager ensured that the staff team were supported with regular training, supervision and appraisal sessions. The staff files confirmed that these took place on a frequent basis. New members of staff participated in an organised induction and were required to work through an induction workbook to further enhance their skill and knowledge in health and social care.
' Is the service well-led?
We saw that the service had a registered manager in place to manage the daily administration of the service. The service had qualified nurses to provide general nursing care to meet people's needs. The staff team were clear about their roles under the direction of the registered manager. We found that regular audits were conducted to address any identified gaps in the quality of the service. One relative told us, 'We were given a questionnaire which asks for feedback on the service'.