Courteney’s Lodge is registered to provide support for older people who require personal care, and who may also be living with dementia, in their own homes. On the day of our visit, there were 28 people receiving care and support.
The inspection was announced and took place on 3 and 8 June 2015.
The service had a registered manager. 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 2008 and associated Regulations about how the service is run.
People felt safe protected from abuse and told us they were treated well by staff. Staff had a good understanding of how to identify abuse, and knew how to respond appropriately to any concerns to keep people safe.
Risks to people’s safety had been assessed and were detailed clearly within people’s care plans. Staff used these to assist people to remain as independent as possible
There were sufficient staff members on duty, with the correct skill mix, to support people with their required care needs.
Staff had been recruited using a robust recruitment process.
Systems were in place to ensure that medicines were administered and handled safely.
There was an induction programme for new staff which prepared them for their role. Staff were also provided with a range of training to help them to carry out their roles effectively. They had regular supervision meetings with their manager and annual appraisals to support them to meet people’s needs.
There were policies and procedures in place in relation to the Mental Capacity Act (MCA) 2005 and Deprivation of Liberty Safeguards (DoLS) to ensure that people who could not make decisions for themselves were protected.
People’s nutritional needs had been assessed and they were supported to make choices about their food and drink
People were supported to attend health appointments when required and to see social care professionals as and when they needed. Prompt action was taken in response to illness or changes in people’s physical and mental health.
Staff treated people with kindness and compassion and cared for them according to their individual needs.
Staff had a good understanding of people’s needs and preferences and we received positive feedback from relatives about the service provided by staff.
People were supported to take part in meaningful activities and pursue hobbies and interests.
People knew how to make a complaint if they needed to, and were confident that the service would listen to them. The registered manager investigated and responded to people’s complaints in accordance with the provider’s complaints procedure.
The registered manager and senior staff consistently monitored and reviewed the quality of care people received and encouraged feedback from people and their representatives. This was used to identify, plan and make improvements to the service.