This is a service that provides care for people with dementia. Some people we spoke with were not able to answer specific questions. However, we managed to speak to two people who used the service about the care provided at the home and several people in general, who were sat together in a lounge area. We also spoke with a family member and three members of staff. All the people we spoke with, who were able to reply, said they were happy and staff were, "Nice", "Wonderful" and " Excellent".Was the service safe?
Systems were in place to make sure that managers and staff learn 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. The home had proper policies and procedures in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards although no applications were currently required. Relevant staff had been trained to understand when an application should be made, and how to submit one. Staff told us they would react to any safeguarding incidents and the people who used the
service said they did not feel threatened by staff. Two people we spoke with said, "I feel safe here. Nobody bothers me" and "The people and staff here are very nice and I feel safe". A family member said, "I think she is very safe here. The manager is very good. I have never seen anything untoward". This meant that people were safeguarded as required.
The service was safe, clean and hygienic. Equipment was well maintained and serviced regularly therefore not putting people at unnecessary risk. However, the certification for the electrical installation should be forwarded to the registered manager when it is completed. Two people who used the service told us, "My room is very nice. I have no qualms about my room, it is always clean and tidy" and "My room is comfortable, warm and clean". A family member said, "The home is very clean and tidy but it never smells".
Was the service effective?
People's health and care needs were assessed with them if possible, and they were involved in writing their plans of care. Specialist dietary, mobility and equipment needs had been identified in care plans where required. People who used the service told us, "I have lived here for a while and like it". I get very good care" and "I am very well looked after". A family member said, "I am finding the home excellent. I have been in many care homes. I am a care worker and have seen how some homes are and how they operate. Her care is good".
People's needs were taken into account with signage and the layout of the service enabling people to move around freely and safely. The premises had been sensitively adapted to meet the needs of people with physical impairments. A family member said, "I can come when I feel like. There are no restrictions to visiting. I think the staff are brilliant. They are welcoming and always ask if I want a drink". The registered manager and staff confirmed visiting was open and unrestricted.
Was the service caring?
People were supported by kind and attentive staff. We saw that care workers showed patience and gave encouragement when supporting people. Two people who used the service told us, "The staff are kind" and "We are like a family".
People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. People who used the service or a family member were encouraged to provide as much information about their past lives and what they liked or did not. This information gave staff the knowledge to treat people as individuals.
Was the service responsive?
People completed a range of activities in and outside the service regularly. We were told by several people that they particularly enjoyed singing together with staff. Entertainers visited the home once a week. Other activities included arts and crafts, games and gardening. A family member said, "I tell them if we are going out and she is ready. She is always well presented". The family member thought this was important.
Was 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.
The service had a good quality assurance system. Records seen by us showed that identified shortfalls were addressed promptly and as a result the quality of the service was continually improving.
Staff told us they were clear about their roles and responsibilities. Staff had a good understanding of the ethos of the home and quality assurance processes were in place. All three staff members thought they worked well as a team, management were responsive and they enjoyed their jobs. This helped to ensure that people received a good quality service at all times.