27 September 2017
During a routine inspection
of our inspection there were 30 people with a variety of care needs, including people with physical disabilities or mental health needs, using the service.
We last inspected the service on 8 July 2015. At the inspection in 2015 the service was rated Good with an outstanding rating in well -led.
There was a registered manager in post. 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.
The service continued to be exceptionally well led by the registered manager, who was also the registered provider. The registered manager promoted a strong caring culture that valued everyone and promoted mutual respect. This culture ensured people received a personalised service that put them at the centre of everything the service did.
The registered manager used her skills and extensive knowledge to find innovative ways to improve the experience of people using the service. This included the importance of involving people in the wider community.
Without exception everyone we spoke with were extremely complimentary about all aspects of the service, particularly the caring nature of the staff. People described how staff were always prepared to go the extra mile to enhance people's well-being. Staff were passionate about their role and committed to providing a high quality service.
People were involved in their care and were supported to make decisions in respect of all elements of their support. 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.
The service was responsive to people's needs and took prompt action to address people's changing conditions. Staff took time to get to know people and used this knowledge to enhance people's well-being, showing great empathy to people's situations.
Staff were highly skilled and supported to continually improve their knowledge through accessing training. Staff were motivated to access development opportunities and achieve national qualifications. They told us they were supported in a positive way when they had difficulties.
Medicines were managed safely. Staff were trained to ensure they were competent to administer people's medicines. Risks to people were assessed and there were effective plans in place to manage risks.
There were sufficient staff to meet people's needs. People told us staff were rarely late and no one we spoke with had experienced any missed visits.
There were effective systems in place to monitor and improve the service. This included systems to obtain feedback about the service.