Archived: 18 Bellmaine Avenue

The service has a registered manager. A registered manager is a person who has registered with the CQC 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.

At the last inspection the service was rated as Good. At this inspection the service remained Good

People were treated with dignity and respect and staff interacted with people in a kind, caring and sensitive manner. Staff showed a good knowledge of safeguarding procedures and were clear about the actions they would take to protect people.

The service had a small regular and consistent staff team. The provider had appropriate recruitment checks in place, which helped to protect people and ensure staff were suitable to work at the service. There were sufficient numbers of skilled, well trained and qualified staff on duty. Staff told us that they felt well supported in their role and we saw that staff had received regular supervision and training.

We found that detailed assessments had been carried out and that the care plans were very well developed around each individual’s needs and preferences. We saw that there were comprehensive risk assessments in place and plans on how the risks were to be managed and reduced. People were supported with taking every day risks and encouraged to take part in daily activities and outings. We saw that appropriate assessments had been carried out where people living at the service were not able to make decisions for themselves, to help ensure their rights were protected.

People looked happy and relaxed with staff. They were able to raise concerns and there were systems in place to ensure people could be confident they would be listened to and appropriate action taken.

People’s medication was well managed and this helped to ensure that people received their medication safely. They were supported to be able to eat and drink sufficient amounts to meet their needs and were offered choice. We also found that people’s healthcare was good. People had access to a range of healthcare providers such as their GP, dentists, chiropodists and opticians.

The provider had an effective quality assurance systems in place. People had some opportunity to feedback on their experiences. Staff tried to involve people in day to day decisions and the running of the service. The service was well managed.

We looked at two people's care records. On the day of our inspection visit we spoke with the manager and three care workers to obtain their views about the service. Feedback from 'resident' meetings and satisfaction questionnaires about the quality of the service provided were also viewed during our visit.

We considered our inspection findings to answer 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?

Below is a summary of what we found.

Is the service safe?

When we arrived at the service the senior staff member on duty asked to see our identification and asked us to sign in the visitor's book. Appropriate actions were taken by the care workers to ensure that the people who used the service were protected from others who did not have the right to access their home.

We saw that the care workers had been provided with training in safeguarding vulnerable adults from abuse, the Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS). This meant that staff had been provided with the information they needed which would help to ensure that people were safeguarded.

On the day of our visit the service had three care workers on duty and the manager. We saw this was sufficient to meet the needs of the people who lived at the service. Care workers were seen to be available when help was needed and they also showed a good understanding of the communication methods used by the people who lived there.

Is the service effective?

People's care records showed that care and treatment had been planned and delivered in a way that was intended to ensure people's safety and welfare. The records had been regularly reviewed and updated and care staff had been provided with up to date information about how people's needs were to be met.

Is the service caring?

We saw that the care workers interacted with people who lived at Belmaine Avenue in a caring, respectful and professional manner. We observed that care workers treated people with respect and encouraged them to be involved in decisions about their care. People had lived at the service for a number of years and the care workers had a good understanding of their care needs and how they wished to be supported.

People using the service and their relatives had the opportunity to complete satisfaction questionnaires. Where shortfalls or concerns were raised these were addressed.

Is the service responsive?

People using the service were provided with the opportunity to participate in activities which interested them. People's choices were taken into account and listened to.

Care records showed that where concerns about people's wellbeing had been identified the care workers had taken appropriate action to ensure that they were provided with the support they needed. This included seeking support and guidance from health care professionals.

Is the service well-led?

The present manager is in the process of being registered with the Care Quality Commission.

The service worked well with other agencies and services to make sure people received the care they needed. There were clear lines of accountability and systems in place for people to raise any concerns they may have.

The service had quality assurance systems in place and records seen by us showed that any identified shortfalls had been addressed promptly. As a result the quality of the service was continuingly improving.

We found that staff used a variety of different ways to engage and involve people in day to day activities, and also to discover and check preferences. The relative told us that they were involved in reviews of care, best interest decisions and that staff would contact them to update on medical issues.

We saw that care plans contained detailed information to enable staff to provide support to people using the service, and that staff were aware of people's day to day needs and ways of communicating these.

We saw that the provider had systems in place to ensure cooperation and exchange of information, regarding the health and welfare of people, with other providers.

We found that where equipment was used, risk assessments had not always taken place to identify and reduce potential risks associated with its use.

We saw that the provider had systems in place to ensure that people were cared for by staff who were fit and appropriately qualified to be able to do their job. Records relating to people using the service, staff and day to day running of the service were accurate and easily found.

The families of people using the service told us that they were very happy with the level of care and activity provided. One person told us, "I am very happy, they really care for her. The staff are so helpful and kind" People's relatives told us that they had no concerns about how people were treated.

We found that the provider consulted with people and families and also monitored the service to ensure that standards would be maintained.