Archived: The Thatched House

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 told us that they felt safe. Safeguarding and whistleblowing procedures were robust and staff understood how to safeguard the people they supported.

Systems were in place to make sure that managers and staff learned from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduced the risks to people and helped the service to maintain safe care. The home had proper policies and procedures in relation to the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards although no applications were in place at the time of inspection.

The registered manager set the staff rotas and took people's care needs into account when making decisions about the numbers, skills and experience required. This helped to ensure that people's needs were met.

Is the service effective?

People's health and care needs were assessed with them and they or their representatives were involved in the compilation of their care plans. People said that they had been involved in this process and that they reflected their current needs.

Is the service caring?

People were supported by kind and attentive staff. We saw that care workers showed patience and gave encouragement when supporting people. One person said, "The staff are wonderful. I couldn't ask for more". A visitor told us, "This is the best home we've been in".

People living at the home and their families completed an annual satisfaction survey. These were used to help improve the service in the future.

People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes.

Is the service responsive?

People engaged in a range of social, educational and vocational opportunities which were devised in conjunction with them and their families.

People knew how to make a complaint if they were unhappy though nobody had done so recently.

Is the service well-led?

The home worked well with other agencies and services to ensure that people received their care in a joined up way. The home also operated a quality assurance system which identified and addressed shortcomings. As a result, the good quality of the service was maintained.

The staff we spoke with were clear about their roles and responsibilities. They had a good understanding of the needs of the people they were looking after and were properly trained to carry out their duties.

We spoke with four relatives, one during our visit and three on the telephone afterwards. They were pleased with the care provided. One said, 'The Thatched House is an excellent care home' and, 'Everyone is very friendly; we've got no complaints at all.' Another told us, 'I've been impressed with the level of care'.

We spoke with three members of staff in addition to the manager, deputy manager and a representative of the provider. One member of staff told us, 'I love working here, it doesn't feel like a home'. Another said, 'The residents are happy and that's all that matters really'.

We found that the home was clean and bright and that people looked well cared for. On the day of our visit, there were different activities taking place. We also noted that there were a variety of areas that people could use to relax if they did not wish to participate. On the whole, we found that people received the support that they needed in a timely manner. We found, however, that people's care records were not always immediately clear. The home had just started to introduce a new care planning system in order to address this issue.

People who used the service and their relatives told us that they like living at the home and that the service met their needs. People told us that staff were kind and caring and that there was always someone around to provide help and support. Comments included the following: "I am very happy here', and, 'They take great care of my dad."

We made observations throughout the visit and saw people being offered choices as to what they wanted to eat or what activities they wanted to take part in during the day.

We saw people being addressed in a respectful manner. We looked at peoples individual care plans and saw that the information recorded enabled staff to plan and deliver the required level of care and support on an individual basis.

We saw that regular audits of the service were completed by the provider ensuring that people who used the service benefit from a service that monitors the quality of care that people received.

Staff told us that they had received regular training and that they felt that they were supported to carry out their roles and meet the needs of people who used the service.

People said that they had no complaints about the service and that if they did they would speak to the staff or the manager