On the day of our inspection there were 21 people living at Palmerston house. We spoke with six people who used the service. We also spoke with the manager and two members of the staff team. We looked at four people's care records and the quality checks.We thought about what we found and asked the questions that we always ask; Is the service safe, effective, caring, responsive and well-led?
This is a summary of what we found:
Is the service safe?
When we arrived at the service we were asked to sign the visitor's book and our identity was checked. This meant that people were protected from unwanted visitors such as others who posed a risk to their safety.
The manager had carried out regular safety checks to ensure that systems, practices and the building itself were safe for people who used the service.
People told us that they felt safe living in Palmeston house. One person said, 'I love it here, I have no worries while I am here.' Another person said, 'I know they look after me and keep me safe."
Staff had received training in safeguarding vulnerable adults from abuse (SOVA), the Mental Capacity Act (MCA) 2005 and the Deprivation of Liberty Safeguards (DoLS). This meant that staff had been given the information that they needed to ensure that people were cared for safely. Health and safety checks had been carried out and issues had been dealt with appropriately. This showed that the service was safe.
Is the service effective?
People told us that they felt that the service met their needs. One person who used the service said, 'The staff are good, they get me anything I want.' Another person said, 'This is very good, I am really happy.'
People's care records showed that care and treatment was planned and delivered in a way that was intended to ensure their safety and welfare. The care records were well written and had been reviewed and updated monthly. This meant that staff had up to date information about how to meet people's needs.
Is the service caring?
Staff's interaction with people who used the service was good. They spoke with people respectfully and supported them in a kind and caring way. Staff had a good knowledge of people's likes and dislikes. People told us that all of the staff treated them well. One person said, 'The staff are kind and caring, they pay attention to people." People told us that the staff treated them respectfully. People's preferences and diverse needs had been recorded in their care files and care and support had been provided in accordance with their wishes. This showed that people were cared for by kind and caring staff.
Is the service responsive?
People told us that they had enough to do. One person said, 'I like to watch my television, in my room as I like my own space but I know lots there are things to do if I wanted to do them.' People told us that staff were quick to respond to their needs.
People were supported to see other professionals such as a general practitioner, community dentist, chiropodist, optician, and district nurse. This showed that people's general health care needs were met and that the service responded to people's changing needs.
Is the service well-led?
There was a good quality assurance system in place. People had been asked for their views and opinions on a daily basis. People told us that they received a good quality service. When asked if Palmerston house was a nice place to live, one person said, 'I love it here, the staff are very good and caring. They get me anything I want whenever I want it."
People who used the service and their relatives told us that the staff and manager asked them for their opinions on the quality of the service. This showed that there was an effective quality assurance system in place and that the service was well-led.