We considered all of the evidence we had gathered under the outcomes we inspected. We used the information to answer the five questions we always ask;' Is the service safe?
' Is the service effective?
' Is the service caring?
' Is the service responsive?
' Is the service well led?
This is a summary of what we found:-
Is the service safe?
People living in the home told us that they felt safe. We saw that the environment was safe, clean and hygienic. Equipment used at the home was well maintained and had been regularly serviced. People were provided with their medication when they needed it. However, on the day of our visit we found that staff absence had not been fully covered. People told us that they often had to wait for assistance because the staff were busy. Staff members said that there were not always enough care staff on duty to meet the needs of everyone living in the home. We have asked the provider to tell us what they are going to do to meet the requirements of law in relation to maintaining adequate staffing levels.
Staff personnel records contained information that demonstrated that the provider had regularly monitored the work practice of each staff member to ensure that they were effective in meeting the support and care needs of people living in the home.
The Care Quality Commission (CQC) monitors the operation of the Deprivation of Liberty Safeguards (DoLs) that applies to care homes. The provider showed us that, when necessary, DoLs applications would be made. Records, policies and procedures were held and relevant staff had been trained and knew how to submit a DoLs application.
Is the service effective?
People told us that staff did their best to reduce the length of time they were kept waiting for help, when they rang the call-bell. They told us that they received the care and attention they required in a way that met their needs. Through our observations and speaking with staff we noted that staff understood the care and support needs of each person. One person told us. 'This is a lovely, comfortable home and the staff will do anything to help you. You only have to ask.' Staff had received training to meet the needs of people living at the home.
Is the service caring?
People were supported by staff who used a kind and attentive approach. We saw that care workers were patient and encouraged people to be as independent as possible. People told us that the staff were often very busy but did not rush them. Our observations confirmed this. A visitor told us. 'I am happy with the care given to my relative. The members of staff are so polite and respectful.'
Is the service responsive?
Care and risk assessments had been completed before people moved into the home and when their needs had changed. A record was held of their preferences, interests and diverse needs. People told us that staff members consulted them and encouraged them to make their own decisions. People had access to planned activities on most days. One person told us. 'I am sometimes bored if there are no activities that I can join in with.' The manager demonstrated that they were currently working to increase the range and frequency of the activities provided.
Is the service well led?
All of the staff spoken with had a good understanding of the whistleblowing policy. Quality assurance processes were in place and people told us they had just completed a customer satisfaction survey. Most visitors and all staff said they had felt listened to when they made a suggestion or raised their concerns. People living in the home told us that their views were listened to and they were included in discussions about any planned changes within the home.