The inspection was carried out by a CQC inspector. We spoke with six people who lived at the service and four visiting relatives. We gained information about the service from reviews of care records and discussions with two managers, a senior care worker and two care workers. Below is a summary of what we found. Is the service safe?
People who used the service and relatives we spoke with told us they trusted the managers and staff. One person told us, 'I feel safe here.' Another said, 'I wouldn't leave my (relative) if I didn't trust the staff.'
Staff we spoke with knew how to recognise signs of vulnerability and abuse and had received training in the protection of vulnerable adults. Records we looked at showed the service managed concerns about people's safety effectively in consultation with health and social care professionals, people's families and if required the local safeguarding authorities.
We looked at systems to ensure people's health and safety including the management of water safety, fire risk and crisis evacuation planning. We saw effective systems were in place and were monitored and reviewed on a regular basis.
Records showed the service monitored and reviewed any accidents people experienced in order to reduce the likelihood of similar problems occurring.
Managers we spoke with understood their legal duty and knew how to refer people who might have been at risk of receiving inappropriate care, for independent assessment under a law called the Deprivation of Liberties Safeguards (DoLS).
Is the service effective?
People and their relatives told us they were happy with the service provided. One person said, 'I can now walk.' This person told us this was because of the support and encouragement they had received from staff. One relative told us staff were, 'Always very good' in supporting their relatives care needs. Another said staff cared for their relative, 'Just the way I would do.'
We saw people's plans of care were clear and well written. Staff we spoke with told us they were easy to understand and helped them to provide safe and effective care.
Staff told us about people's assessed needs and plans of care. We saw from records and observations that staff delivered care effectively in ways described in plans of care. One relative told us about the importance of cleanliness and tidiness to their relative who lived at the care home. They highlighted their satisfaction that these standards were maintained with routine practical help from care staff.
Records including completed survey questionnaires showed staff worked well with doctors, community nurses and social workers to ensure people's health and care needs were met and reviewed regularly.
Relatives we spoke with said they were always consulted about important issues and felt staff and managers were approachable and helpful.
Is the service caring?
We observed staff offering people respectful and patient support and care. One relative told us, 'The girls are lovely and gentle.' A person who received a service told us, 'They're good to you here.'
Staff and managers we spoke with told us about the importance of respect and dignity for the people they supported. One relative told us they believed, 'People are more important than anything else.' This person was referring to care service staff and managers at the service.
Throughout our inspection visit we observed warm and courteous interaction from staff towards the people they cared for and visiting relatives.
We saw from records and observations that staff sought people's opinions and consent about the care they offered.
Is the service responsive?
Visiting relatives told us the service contacted them promptly about any problems or issues they needed to discuss. One person told us staff had responded to their relatives need for healthcare support by calling the GP quickly and informing them of the issue promptly.
Staff told us about work they did to identify and address changes in people's care needs. We saw that plans of care were regularly reviewed and changed to better meet the person's needs.
We looked at daily records of care provided and diary appointments in relation to people's support needs. We saw that information was effectively shared between staff on duty and staff on the following shift.
We looked at records of meetings between managers and staff and between managers, people who used the service and their families. We noted problems and ideas to improve the service were discussed. Relatives told us issues they had raised had been effectively addressed by the service and we saw records that showed the service regularly reviewed people's health and safety and the effectiveness of the way they worked.
Is the service well-led?
Records we looked at showed staff received appropriate training to ensure they had the skills and knowledge required to do their job. We noted the service applied for and received awards for their work and learning in relation to dignity in care.
Managers told us about work they were doing to improve the skills and morale of care staff. These included creative initiates to recognise and value staff and to better understand the experience of people who used the service.
Managers sought the views and opinions of people who used the service, their families and health and social care professionals involved in supporting people. We saw regular meetings with people took place and agreed decisions and actions were clearly recorded.
We saw records of regular monthly audits were carried out to ensure the quality of care and health and safety systems were maintained and improved.
We noted some systems, including maintenance and repair records and the recording and management of complaints, required evaluation and review to ensure improvement.
Managers and staff we spoke with told us they enjoyed their work. Staff attitudes and behaviours we observed indicated competence, a commitment to care and a pride in providing respectful and effective care for people.