13 June 2016
During a routine inspection
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.
People received safe care and support. Staff understood the need to protect people from harm and knew what action they should take if they had any concerns. There were sufficient staff to meet the needs of people that used the service and recruitment procedures protected people from receiving unsafe care from staff unsuited to the job.
Care records contained risk assessments to protect people from identified risks and helped to keep them safe. They gave information for staff on the identified risk and informed staff of the measures to take to minimise any risks.
People received care from staff that were supported in their roles by senior staff. They received support and guidance at regular intervals to ensure they were providing high quality care. Staff received training in key areas of care, which enabled them to understand the care needs of each person.
People were actively involved in decisions about their care and support needs. There were formal systems in place to assess people’s capacity for decision making under the Mental Capacity Act 2005. In addition, people were supported to identify and respond to their changing healthcare needs, and if necessary staff provided assistance with this.
People received care from staff that were kind and friendly. Staff understood people’s needs and ensured people were given choices about how they wished to receive their care. People received care at their own pace and had their privacy and dignity maintained when receiving assistance with their personal care.
People’s care needs were assessed to ensure the service could meet people’s expectations before they began using the service. Care plans were written in a person centred manner and gave guidance about the care people required. They detailed how people wished to be supported and people were fully involved in making decisions about their care. People received the care they needed and a suitable complaints procedure was in operation to resolve any concerns people raised.
People received a service that was well-led. The culture within the service focused upon supporting people’s health and well-being, and enabling people to receive care at home in urgent or unexpected circumstances. Systems were in place to identify where improvements were required and for people and staff to provide feedback about the service.