Archived: Garswood House Residential Care Home

We asked the following five questions.

Is the service safe?

Is the service effective?

Is the service caring?

Is the service responsive?

Is the service well led?

Is the service safe?

Both the people who lived in the home and their relatives were pleased with the care provided and felt their views were respected and listened to. The staff worked in a safe and hygienic way and used appropriate protective clothing. There were enough staff to meet the needs of the people living in the home and a member of the management team was available on call in case of emergencies. One person said: 'Everything that happens here is as it should be.'

Staff personnel records contained all of the information required by the Health and Social Care Act. This meant the provider could demonstrate that staff employed to work at the home were suitable and had the skills and experience needed to support the people living in the home.

People who lived in the home said: 'I feel safer here.' Another person said: 'They look after me.' Relatives of people who lived in the home told us they had no concerns about abuse or neglect.

The registered manager and the staff we spoke with understood the importance of safeguarding vulnerable adults, could identify potential abuse and knew how to report any incidents of abuse.

Is the service effective?

People told us they were happy with the care that had been delivered and their care records were up to date and signed by them where appropriate. One relative said: 'The care given is exceptional.' Another relative said: 'Mum has picked up brilliantly (since she came here).'

Care records confirmed people's preferences and needs had been recorded and care and support had been provided in accordance with people's wishes. One person said: 'They look after me.'

Staff told us information was shared effectively. Several ways of sharing information were used included staff meetings, handovers, the handover book, daily records, and monthly reviews.

Is the service caring?

People were supported by kind and attentive staff. We saw care workers showed patience and encouragement when supporting people. One person said: 'I've never regretted (coming here) once. The staff are superb.' One person who lived in the home said: 'The girls are very good. They're lovely.'

Is the service responsive?

People's needs had been assessed before they were admitted to the home. Their needs for support and treatment were carefully described so care workers knew exactly what tasks to undertake. Changes in people's care needs were reported to the care team leaders and they briefed care staff.

One relative we spoke with said: 'If there's anything wrong they get someone to sort it out.' Another relative: 'They are very responsive to suggestions.'

Is the service well-led?

Staff had a good understanding of the culture of the home and quality assurance processes were in place. We saw the results of customer satisfaction surveys done when new people were admitted during the year and we saw evidence of feedback which had been acted upon. A meeting for people who lived in the home was held regularly to seek suggestions for any improvements required. Staff told us they were clear about their roles and responsibilities and were well supported. One said: 'You can approach her(the manager) about anything.' Another staff member said: 'If you're ever stuck she has always got time for you.'

'Excellent'; 'Love it' and 'Great.'

We spoke with three relatives who provided positive comments on the service provided who stated:

'It's absolutely brilliant for mum'

'Staff are exceptionally good'

'Would recommend it to anyone'

Activities were provided on a daily basis together with monthly activities and the home benefits from an activities coordinator who works 25 hours a week.

The home was clean and homely, peoples rooms where individual with various personal possessions, communal areas are well maintained.

Prior to our visit we contacted the community commissioning team at Wigan council who stated that the home has received quality visits and no issues have been identified.