4 September 2019
During a routine inspection
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of this inspection, 44 people received the regulated activity, personal care. In the last 12 months, 403 people received care and or support from this service.
People’s experience of using this service and what we found
Staff did not always follow the provider’s policy when administering people’s medicines. This meant senior staff were unable to effectively monitor that people’s medicines were administered safely and in line with the prescriber’s instructions.
Staff worked well together. They understood, and met, people’s needs, supporting them to regain their independence. People were protected from avoidable harm by a staff team trained and confident to recognise and report any concerns. Staff assessed and minimised any potential risks to people. Staff followed the provider’s procedures to prevent the spread of infection and reduce the risk of cross contamination.
The provider had systems in place to make sure they only employed staff once they had checked they were suitable to work with people who used the service. There were enough staff to meet people’s needs safely. Staff had the time to ensure people’s needs were met safely, and in a way that suited them. Staff were trained and very well supported to meet people’s assessed needs.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. People were involved in making decisions about their care and support.
Staff were respectful when they spoke with, and about, people. People praised staff and the service they received from them. Support was person-centred and met each person’s specific needs and goals. People and their relatives were involved in developing and reviewing their, or their family member's, care plans.
People and their families felt able to raise concerns. The provider had systems in place, including a complaints procedure, to deal with any concerns or complaints. The registered manager promoted a culture that focused on people as individuals. The provider had put robust systems in place to effectively monitor the service and bring about further improvement.
Staff were proud to work for the service and worked in partnership with external professionals to help support and promote people’s well-being.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (our last inspection report was published on 14 March 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.