Archived: Friendship Care & Housing Association - 10 Roundlea Road

' Is the service safe?

' Is the service effective?

' Is the service caring?

' Is the service responsive?

' Is the service well-led?

This is a summary of what we found '

Is the service safe?

People indicated that they felt safe in this home. They looked relaxed and content in the company of staff.

There were good systems for checking that the environment was safe.

Staff had received training in safeguarding people and there were good arrangements for staff to report colleagues should they suspect that their practice could lead to people being harmed.

CQC monitors the operation of the Deprivation of Liberty Safeguards, (DoLS), which applies to care homes. We found that proper policies and procedures were in place and the manager demonstrated a good level of awareness of this area.

Is the service effective?

People indicated that they were happy with the care and support and their needs were being met. A relative told us, 'They (the staff) do look after my (relative) well. I think it is excellent.'

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. The staff team was settled.

Staff had received relevant training to meet the needs of the people living at the home.

Staff were well supported and they told us that they enjoyed their job.

Is the service caring?

People were supported by kind and attentive staff. We saw that care workers showed patience when communicating with people.

People indicated that they liked the staff.

Staff demonstrated that they knew people's needs and preferences and showed that they took these into account when supporting people.

A relative who had visited recently said, of the person who lived in the home, 'He was really happy.'

We saw evidence of the manager and staff advocating on people's behalf so that they received the services which they needed.

Is the service responsive?

People's needs had been assessed before care plans had been drawn up. We saw that people's plans took account of their needs and choices and had been updated when these had changed.

Records confirmed that people's preferences, interests, aspirations and diverse needs had been recorded. Staff showed that they were aware of the contents of people's plans. Care and support had been provided in accordance with people's wishes.

People had access to a range of activities in the community and had been supported to maintain relationships with their friends and relatives.

Is the service well-led?

There were good systems for quality assurance.

People in the home and their relatives were consulted about the service.

Staff and relatives told us that the manager was accessible and took account of their comments.

The manager demonstrated a good level of knowledge about the people in the home, the staff and the systems used in the home.

People were provided with a choice of suitable and nutritious food and drink. The menus showed a variety of meals. We saw good arrangements for offering people choice. Staff were trained in specialist feeding techniques, where needed.

There were good arrangements in relation to obtaining, disposing of and recording medicines. Medicines were kept in a safe place and given to people according to the instructions.

There were enough staff to meet people's needs. They were suitably trained, skilled and experienced. Staff demonstrated that they were able to communicate with people, interpreting their gestures and facial expressions when they did not speak.

The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people using the service and others.

We saw good arrangements for monitoring the quality of care and identifying areas for improvement. These included seeking the views of people who used the service, their representatives and professionals who worked with the people in the home.