The summary is based on our observations during the inspection, speaking with three people who used the service, a relative and two staff who supported them. We also looked at three records in detail and carried out a Short Observational Framework for Inspection (SOFI). SOFI allows us to spend time observing people and to understand their experiences of care. We considered the findings of our inspection to answer 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 caring?
We saw how members of staff treated people and we observed care. We saw that care was delivered effectively. When staff delivered care we found that it was provided in a kind and respectful manner.
When carrying out the SOFI we observed there were no negative interactions from staff with people during our period of observations.
When they supported people staff showed patience and we observed that they supported people at the person's own pace. We spoke with a relative who told us that they felt their relative was safe.
We spoke with three people who lived at the home. One person said, "Staff are lovely."
Is the service responsive?
We saw that people's individual physical, mental and social care and support needs were assessed and met by staff. This included people's individual choices and preferences as to how they liked to receive their care.
We observed that staff responded to people in a positive manner and respected their individual preferences. For example, staff provided people's preferred food.
We observed that staff obtained people's consent before they carried out any care.
People had access to other professionals such as GP and chiropodist's in order to meet their needs.
Is the service safe?
Risk assessments regarding people's care were carried out and measures were in place to minimise these risks.
The home had policies and procedures in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards in place. Mental Capacity Act (2005) and Deprivation of Liberty Safeguards are laws which protect people who are unable to make decisions for themselves. At the time of our inspection no one was deprived of their liberty.
We found where people lacked mental capacity their best interests had been considered by staff.
The service was safe and areas within the home were clean. The home was well maintained therefore not putting people at unnecessary risk.
Our observations found that members of staff knew people's individual health and wellbeing needs. There was a process in place to ensure that staff were aware of people's changing needs.
Is the service effective?
We observed that staff responded to people's needs in a timely manner. When we spoke with people they told us that they did not have to wait long for staff to attend to them.
Arrangements were in place to ensure that people's physical health needs were met. For example, where people had specific issues with their health, such as the need for a catheter, the care plans included guidance on how to deliver the care.
Is the service well led?
Staff said that they felt supported and trained to safely do their job.
Quality assurance systems were in place and people were listened to. Staff told us that they felt able to raise issues and that these were acted upon by managers. We saw satisfaction surveys had been carried out with people who lived at the home and their relatives.
The provider had processes in place to manage complaints.
Arrangements were in place to ensure staff were updated and informed of changes in people's needs and working practices.