A single inspector carried out this visit. They considered all the evidence gathered under the outcomes inspected and used the information to answer the five questions we always ask; Is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well led?The detailed evidence supporting our summary can be read in our full report.
Is the service safe?
Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. Risk assessments had been carried out for each person and plans were put in place to minimise risks.
People who used the service were protected from the risk of abuse. Staff had received training in preventing abuse. The deputy manager could describe what might constitute abuse, the strategies in place for preventing abuse, and what steps they could take to escalate concerns.
Appropriate checks were undertaken before new staff began work. For example, the service carried out Disclosure and Barring Service (DBS) checks and followed up on people's references. The service carried out checks of nurse's professional registration status with the Nursing and Midwifery Council (NMC).
Is the service effective?
The provider effectively accommodated special requests, for example, in relation to the abilities of the care workers they provided. They had been able to provide care workers who could speak the same languages as the people they worked with.
The service carried out spot checks of staff's competency. They supported staff to carry out their work well through access to appropriate training and professional development.
Is the service caring?
We spoke with one person who was using the service and two relatives of people using the service. They told us they were pleased with the care being provided. Staff arrived on time and stayed for the correct length of time. One person said, "The care workers are nice and the nurses are lovely. They arrive on time and are very good." One of the relatives we spoke with said, "They listen very carefully and it matters to them that my [relative] is happy."
Staff spoke to people in a way they could understand and asked permission prior to providing any personal care. One of the relatives we spoke with said, "The care workers are very good. They always explain what they are going to do in case my [relative] doesn't want it."
Is the service responsive?
The service had not been involved in any adverse incidents with people who used the service. They had received two formal complaints since the last inspection. In both cases the provider had carried out an appropriate investigation and worked to resolve the problem in a timely manner.
Is the service well led?
The provider had systems to regularly assess and monitor the quality of service that people received. This included obtaining feedback from people using the service, their relatives, and members of staff.
The deputy manager carried out audits, for example, of staff training needs, to ensure care was provided to an appropriate standard.
The provider had written policies, including those relating to safeguarding and whistleblowing. The provider involved staff in an induction process which included a review of these policies.