28 January 2019
During a routine inspection
People’s experience of using this service:
The provider had systems in place to safeguard people from abuse. Staff could recognise and report any safeguarding concerns if they suspected abuse. Relevant risk assessments had been completed. Medicines were managed safely. Accidents and incidents were monitored to identify and address any patterns or trends to reduce the risk of future harm.
For more details, please see the full report which is on the Care Quality Commission (CQC) website at www.cqc.org.uk.
People were supported by appropriate numbers of consistent staff who knew them well. Staff recruitment was safe and staff had completed relevant training, received regular supervision and annual appraisals and people were confident in staff skills and knowledge to deliver care and support people in a person-centred way.
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. Relevant mental capacity assessments had been completed. Staff gained consent before delivering care tasks and ensured people could make their own decisions and choices.
A variety of meals were provided to ensure people’s dietary needs were met. Assessments were seen which demonstrated relevant health professionals were involved in the care provided to people.
Care provided to people respected their privacy, dignity and promoted their independence. Staff knew people's needs well. We observed staff interacting with people and found they were kind and caring. Staff knew people well and responded to their needs in an understanding way.
Care plans had been completed and were regularly reviewed. These contained relevant information about how to meet people's needs. The activities coordinator was employed to ensure the activities provided by the service met people's individual needs. Where appropriate, plans were in place to ensure people's end of life wishes were taken into account and respected.
People knew how to raise a complaint and were confident their concerns would be addressed. Complaints were addressed in line with the provider's policy and procedure. Where complaints had been received, information had been used to improve the quality of the service.
There was an open culture within the service, where people and staff could approach the manager, who acted on concerns to make improvements to people's care.
Rating at last inspection: At the last inspection the service was rated good (published 16 September 2016)
Why we inspected: This was a planned inspection based on the previous rating.
Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner