We looked at five standards during this inspection and set out to answer these key questions: Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?Below is a summary of what we found. This is based on our visit to the home when we met with the people who used the service and with members of the staff and management team. Not everybody who used the service was able to express their views verbally and our observations in the home helped us to make judgements about the support that people received.
Please read the full report if you want to see the evidence supporting our summary.
Is the service caring?
Staff we spoke with had a good awareness of individuals' needs and treated people in a warm and respectful manner. During our observations we saw people were receiving care and support in a sensitive way.
Jovial interactions were observed between staff and people that used the service. Interactions were appropriate and people appeared to enjoy the banter as they were visually animated and relaxed around staff.
Is the service responsive?
People received co-ordinated care. We saw evidence in people's care plans that demonstrated people had been visited by their GP and other health care professionals. For example people's files held information and advice sought from the community learning disability team and joint initial assessments took place before people came into the service.
People's needs had been assessed before they moved into the home. The registered manager told us people met with their key workers monthly to discuss their support plan and things may wish to achieve.
Records confirmed people's preferences, interests, aspirations and needs had been recorded and care and support had been provided in accordance with people's wishes. People had access to activities that were important and meaningful to them and had been supported to maintain relationships with their friends and relatives. For example, the staff supported one person to 'Skype' their family member on a weekly basis.
Is the service safe?
People we spoke with told us they felt safe with the staff that supported them. Observations that we made also indicated people felt comfortable in the company of staff.
CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. While no applications have needed to be submitted, policies and procedures were in place to support staff should the need arise. Relevant staff have been trained to understand when an application should be made, and how to submit one.
People were safe from the risks of harm because risk assessments were used to identify the safest and least restrictive ways of supporting people. Risk assessments were reviewed on a monthly basis to ensure they remained up to date.
People's safety was protected and promoted because the service sought expertise and support from other health and social care services that people required in order to meet their needs effectively.
The registered manager sets the staff rotas, they take people's care needs into account when making decisions about the numbers, qualifications, skills and experience required. This helps to ensure that people's needs are always met.
Is the service effective?
We saw that the individual needs of people using the service were met because staff were familiar with their support plans. We saw examples of people receiving support in line with the information recorded about them.
It was clear from our observations and from speaking with staff that they had a good understanding of the people's care and support needs and that they knew them well.
Is the service well led?
People that used the service and their relatives completed a satisfaction survey once a year. The registered manager told us if any concerns were raised these would be addressed promptly. One follow up comment from a relative related to 'terms of endearment' used to their family member. This was followed up immediately by the registered manager, who confirmed the person was happy with the term used and recorded this accordingly.
There was a well-established management team in place. Staff understood the ethos of the home. The registered manager told us 'people are asked what they want to do and achieve and we support them to do it'.
Some people we spoke with were able to tell us their experience. They confirmed they felt listened to and were involved in resident's meetings called 'our voice'. We saw records that confirmed this.
Staff told us they were clear about their roles and responsibilities. They said the management team and the provider were supportive. They told us 'there is always someone available for support'.