The inspection was carried out on 12 November 2015 and was unannounced. At the time of our inspection the service was providing care and support to 18 people. The service provides care and support for older people, with a range of medical and age related conditions, including mobility issues, diabetes and dementia
The service had a registered manager who was also the owner. 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.
There were enough staff to meet people’s needs. Staff provided people with support and assistance in an unhurried and considerate manner.
Staff protected and promoted people’s dignity and privacy. All interactions between staff and people were caring and respectful; staff were consistently caring, kind and compassionate. Staff understood how to support people living with dementia.
Conversations and records with the provider, people and relatives showed that people were listened to. People were included in developing the service and regular meetings took place to monitor the service and this gave people the opportunity to voice their opinions and feel valued. There was a clear complaints procedure which was available for people and their relatives.
The provider ensured that staff fully understood people’s care needs and had the knowledge and skills to meet their needs. There were opportunities for additional training specific to the needs of the people, such as end of life care and the care of people with dementia. Training records were kept up to date and showed the staff attended training. Staff had regular one-to-one supervisions and appraisals.
Staff had received training in the Mental Capacity Act 2005 (MCA) to ensure they understood how to promote and protect people’s rights. People were asked for their consent before staff provided people with support. Staff were able to explain to us how they maintained people’s safety and protected their rights. Staff had also been provided with training in respect of Deprivation of Liberty Safeguards (DoLS) and safeguarding.
The provider demonstrated a clear commitment to providing people with a service that was based on strong values and a passion to implement best practice through research and knowledge. Staff were motivated and proud of the service they provided.
The provider used effective systems to continually monitor and evaluate the quality of the service being provided. There were plans for on-going and continuous improvement. The provider collected information about people’s, relatives and staff’s experience and used the information to sustain and improve the service.
Medicines were managed safely and in line with current legislation and guidance. There were systems in place to ensure medicines were safely stored, administered and disposed of. Staff who administered medicines received training to ensure their practice was safe.
People’s nutritional needs were assessed and records maintained to make sure people were protected from potential risks associated with eating and drinking. Referrals were made to the relevant professionals where risks and changes had been identified.