Summary: In this report the name of a registered manager appears who was not in post and not managing the regulatory activities at this location at the time of the inspection. Their name appears because they were still a Registered Manager on our register at the time.
We considered all 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 caring?
' Is the service responsive?
' Is the service safe?
' Is the service effective?
' Is the service well led?
This is a summary of what we found-
Is the service safe?
There were enough staff on duty to meet the needs of the people living at the home and a member of the management team was available on call in case of emergencies. Staff personnel records contained all the information required to demonstrate that the staff employed to work at the home were suitable and had the skills and experience needed to support the people living in the home.
CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. While no applications had needed to be submitted, proper policies and procedures were in place.
We found that improvements had been made to the cleaning of the building and of equipment used to care for people. This meant that people were protected from the risks of poor hygiene and cross-infection. People living in the home told us they felt safe and protected from harm by the staff.
Is the service effective?
People told us that they were happy with their care, and they and their relatives felt their needs had been met. Staff demonstrated they had a good understanding of the people's care and support needs and knew them well. One person told us, 'We are all very happy, here. This is a nice place.' Staff had received training to meet the needs of the people living at the home.
A social care professional told us the manager and staff were 'on the ball', and that the home was 'doing very well, at the moment.' Health care professionals who visited the home were also positive about the quality of the care being delivered. One professional told us, 'There's a good stable staff team, who are competent and professional, and know their patients well.' We were given examples of significant improvements to people's condition, including the complete healing of serious pressure ulcers, and marked reduction in behaviours that challenged the person and others around them.
Is the service caring?
We observed that staff were kind, caring and attentive to people living in the home. They were calm and unhurried in their approach to people's care, and there was a relaxed and settled atmosphere in the home. We saw people were able to do things at their own pace and were not rushed. One person said, 'I have no worries at all about my care. It's lovely here.' People's care plans showed that they were treated as individuals, and their care was tailored to their needs and wishes.
We spoke with relatives visiting the home. They told us they felt their relatives' needs were being fully met. One spoke of the 'kind and caring staff' and another relative said, 'We are very happy with the care.'
Is the service responsive?
People's needs had been assessed before they moved into the home. People were asked for their views in meetings and in surveys, and their views were taken seriously. One person told us, 'They always listen to what I say.' Staff had a very good knowledge of people's likes and dislikes, interests and preferences, and gave care and support that reflected this. People's care was delivered in line with their individual care plan, and adjustments were made to the person's plan if their needs changed.
Staff described the new manager as being 'positive and responsive' to both staff and people in the home. People had good access to activities that were important to them and had been supported to maintain personal relationships with their friends and relatives.
Is the service well-led?
Staff had a good understanding of the ethos of the home and took a pride in their work. Effective quality assurance processes were in place. People who used the service and their relatives were asked for their views about their care and treatment in regular meetings and in annual surveys, and their views were acted upon.
Staff spoke highly of the manager, and said she always took their views into consideration. One care worker told us, 'The manager listens, and is very supportive and helpful.' Staff told us they were clear about their roles and responsibilities, and could easily access company policies and guidance. Visiting professionals told us the manager was leading improvements in the home.