Archived: Ghulab Ashram

Ghulab Ashram is an extra sheltered housing scheme where people can receive support to live in their own home. At the time of our inspection there were 17 people that received support.

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 were happy with the care and support they received and had built up good relationships with the staff that supported them.

People were protected from harm and abuse because staff were knowledgeable about how to keep people safe and the actions they should take if they had any concerns about people’s safety.

People were supported by adequate numbers of safely recruited staff that ensured that people consented to the care they received so that their human rights were maintained.

People received care and support from staff that had the skills and knowledge they needed and that received support and guidance to provide good care.

People were supported to receive their medicines safely and to maintain their health through eating well and ensuring that their medical needs were met.

People were treated with care and respect by staff that understood their cultures and needs.

People were supported to maintain their independence.

People were able to raise their concerns and provide feedback about the quality of the service they received.

The service was well managed by a registered manager that involved people and staff in monitoring the quality of the service and ensuring improvements were made.

Below is a summary of what we found.

The detailed evidence supporting our summary can be read in our full report.

Is the service safe?

One person told us 'I leave my front door unlocked all day. Carers will lock the door at the end of the day. I love it here.'

All the staff we spoke with told us that they felt that the people who used the service were well cared for, their needs were met and that people were safe. Staff told us there was always a member of staff available on the premises. We saw that people had neck pendants that they could use in emergency situations. Staff told us about the actions they would take in the event of an emergency so people received medical attention promptly.

The care records showed how people wanted to be supported and provided the information that staff needed to ensure people's wellbeing and safety.

Staff had received training and support so that they could care for people safely.

People told us that they were able to choose the care and support they received. We saw that they had copies of their care plans and risk assessments in their flats so they knew what support to expect. People told us that staff always asked them what support they wanted and when they wanted it.

Overall, we found that the provider had adequate processes and systems in place to meet the requirements of the law to ensure that the service was safe.

Is the service effective?

All the people we spoke with told us that they had the same regular care staff that knew their needs. We saw that there was a stable staff team that provided care and support. This meant that people received consistent care from people they knew. All the people we spoke with told us that the staff were good and provided the support they wanted.

We found that some systems were in place to audit the care that people received. One member of staff told us, "Spot checks are carried out to ensure we do our job right." People spoken with and records looked at confirmed that the checks took place regularly. This meant that the systems in place were effective in identifying where improvements were needed.

We found that effective recruitment procedures were in place that ensured that following the relevant recruitment checks only suitable staff were employed.

People had their needs assessed and care records showed how they wanted to be supported. We saw records that showed that people's needs were reviewed regularly so that any changes to their needs were planned for.

Overall, we found that the provider had adequate processes and systems in place to meet the requirements of the law to ensure that the service was effective.

Is the service caring?

All of the people that we spoke with told us that staff were polite and caring. One person told us, 'The staff are good and always speak nicely to us'.

All the staff that we spoke with knew the care and support needs of people and this ensured that personal care was provided in a way that the person preferred. A staff member told us, "I always treat people in the way I would like my parents treated."

Overall, we found that the provider had adequate processes and systems in place to meet the requirements of the law to ensure that the service was caring.

Is the service responsive?

People told us that the registered manager was always available to listen to them. We saw that there were meetings for people who lived in the scheme and they were able to make suggestions about the support they received. This meant that people had the opportunity to raise issues. The provider had a complaints procedure in place and people told us that they knew how to raise any concerns, if needed. This showed that the provider listened to the views of the people that used the service to improve the overall service provision.

Overall, we found that the provider had adequate processes and systems in place to meet the requirements of the law to ensure that the service was responsive.

Is the service well lead?

There was a registered manager in place who was aware of their legal responsibilities. All the people we spoke with told us that they knew who the registered manager was and that he was always available to speak to.

All the staff we spoke with told us that they could raise any concern about poor practice in the service and these would be addressed to ensure people were protected from the risk of harm. All the staff told us that they liked working in the scheme and felt supported by the registered manager.

Arrangements were in place to ensure that staff knew how to act in the event of an emergency so that people were safe.

Overall, we found that the provider had adequate processes and systems in place to meet the requirements of the law to ensure that the service was well lead.

The expert by experience, who accompanied us, spoke with four people who used the personal care service and two visitors. He also spoke with five other people who lived in the scheme who wanted to speak with him. All of the people he spoke with were happy about the care and support they received. Amongst their comments were: 'We are looked after quite well, and we are getting good care,' and 'We are very well spoken to and the care staff gives us due respect." A visitor to the service told us: 'I come here to say hello to the tenants once a month. All of them are well cared for and looked after. I sit with them for a couple of hours and never heard of anyone being unhappy or not cared for.'

There were good infection control systems in place: care staff had access to appropriate equipment and procedures were in place to lessen the possibility of the transfer of infection. A person told us: "Daily I get a bath and wash and the care staff wears an apron and gloves."

Care staff told us and their employment records confirmed that staff had their performance checked and received regular supervision, support and training to help them care for people appropriately.

We had received no complaints about the service. There were systems in place to consult with people that lived in the scheme regularly and the provider also asked tenants of the scheme their views on a yearly basis.

People we spoke with told us that the care received matched the care that was discussed with them. They told us that they were involved in planning the care and that reviews were held to reassess their needs. We saw that people and family members had provided information on their care plan.

We saw that the care plans were person centred and reflected people's needs. This meant that the care plan was based on the needs of the person. We saw that people's needs were reassessed and where necessary the care plan was updated. We saw that people's likes and dislikes were clear within their care plans.

People we spoke with told us that staff were friendly and supportive. We saw there were regular members of care staff who provided people's personal care. Continuity of staff should mean that people receive their care consistently as staff have an increased understanding of people's needs.

We spoke with staff about what they thought abuse was and they showed they had a good awareness of the importance of keeping people safe. They understood their responsibilities for reporting any concerns regarding abuse.