This inspection took place on 26 January and 8 February 2017 and was unannounced. Danesford Grange provides nursing and personal care for up to 33 people. At this inspection they were providing care and support for 32 people.
A registered manager was in post and present throughout this inspection. 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 received differing experiences from staff members some of which were caring and respectful whilst others were not. People were not always given the information they needed in order to make decisions about things that affected them. There were inconsistencies in the way people were treated by those supporting them.
People were not always engaged in social activities that they enjoyed and found stimulating. There were inconsistencies in the way opportunities to engage in activities were presented in order to people to gain their involvement.
People were not consistently engaged in decisions or changes in their home. People were not always asked for their views and the provider did not have systems in place to consistently obtain people’s opinions. Small amounts of information was available to people and visitors through a regular newsletter. However, this did not provide sufficient information for people to make informed decisions.
People had care and support plans that were individual to their personal needs. People received care from staff members who knew their individual likes and dislikes. People and their relatives were encouraged to raise any issues. The management team had systems in place to address any concerns or complaints.
People had regular contact with the provider and registered manager and found them approachable. The provider had systems in place to monitor the quality of support given and to make changes when needed.
People were safe as staff had been trained and understood how to support people in a way that protected them from danger, harm and abuse. People had individual assessments of risk associated with their care. Staff members knew what to do in order to minimise the potential for harm.
People were supported by enough staff to safely meet their needs. People received help with their medicines from staff who were trained to safely support them. The provider followed safe recruitment practices and completed checks on staff before they were allowed to start work.
The provider had systems in place to address any unsafe staff practice including retraining and disciplinary processes if needed.
People received care from staff that had the skills and knowledge to meet their needs. New staff members received an induction to their role and were equipped with the skills they needed to work with people. Staff attended training that was relevant to the people they supported and any additional training needed to meet people’s requirements was provided.
People’s rights were maintained by staff members who were aware of current guidance and legislation directing their work.
Staff received support and guidance from a management team who they found approachable. People and staff felt able to express their views and felt their opinions mattered. People’s likes and dislikes were known by staff who assisted them in a way which was personal to them.
The registered manager and provider undertook regular quality checks in order to drive improvements.