This inspection was carried out by a single inspector. 51 people were using the service at the time of our inspection. As part of our inspection we spoke with six people who were receiving support, two relatives, the manager and six staff working at the service. We also observed people receiving support and looked at the support plans for six people. We used the evidence collected during our inspection to answer five questions.Below is a summary of what we found.
Is the service safe?
People who we spoke with told us they felt safe and they liked the staff.
People were protected from the risk of infection because appropriate guidance had been followed. One person said, 'I feel safe. The staff are very hygienic. They always put their aprons and gloves on.'
There were effective recruitment and selection processes in place. Appropriate checks were undertaken before staff began work.
The provider had a system in place to demonstrate that they had given consideration to whether each person using the service had the capacity to make decisions about their day to day care under the Mental Capacity Act (2005). The Mental Capacity Act is a law which requires an assessment to be made to determine whether a person can make a specific decision at the time it needs to be made. It also requires that any decision made on someone's behalf is recorded, including the reasons why it has been made, how the person's wishes have affected the decision and how they were involved in the decision making process.
Is the service effective?
People's privacy, dignity and independence were respected. One member of staff said, "Respecting people is about knocking on their door before you go in. It's about respecting their space and their dignity.'
One person who used the service said, 'The staff speak to me respectfully.'
People's views and experiences were taken into account in the way the service was provided and delivered in relation to their care.
People we spoke with told us that they were happy with the service which they received. The relatives we spoke with told us that the service met the needs of their family members. Care plans were personal to each individual and were reviewed on a regular basis. Assessments of any potential risks to people had been carried out and measures put in place to reduce risk.
Is the service caring?
We spoke with six people who used the service. People told us that the staff were kind, caring and helpful. One person said, "The staff are very understanding.' We spoke with two relatives. One relative said, "The staff are very friendly.' Staff told us they enjoyed working at the service. One person said, "I enjoy working here. I love my job.'
Is the service responsive?
People were supported by suitably trained and experienced staff who were able to meet the needs of people who used the service.
People's needs and care plans were regularly reviewed by the staff and management at the service. Support plans included information on people's likes and dislikes and their preferences, to ensure care and support was delivered taking into account their personal preferences. The staff we spoke with told us they were trained to do their job and knew how to meet the needs of people using the service.
Referrals were made to health professionals to ensure that people received appropriate support by people with the most appropriate knowledge and skills. Staff worked closely with professional health staff to ensure that people's needs were met by staff with the most appropriate, knowledge, skills and experience.
Is the service well led?
People using the service and their relatives told us they thought the service was well-led. One person said, "The manager is very good.'
Staff told us they received regular supervision and appraisals. They told us they received guidance from the management team. One member of staff said, "The management are always there to support and guide me.'
The provider had effective quality assurance and audit systems in place to monitor all aspects of the service and ensure improvements were made where necessary.
People we spoke with were satisfied with the complaints process. They felt confident to raise any concerns with the manager. One person said, "I would be happy to speak with the manager if I had any concerns.'