Archived: Alzheimer's Society - BANES

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, the staff supporting them and from looking at records. If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

People were treated with respect and dignity by staff. People told us they felt safe. People told us they were happy with the support they received and that their needs were met. It was clear from speaking with people and the staff, that they had a good understanding of people's support needs. Safeguarding procedures were robust and staff understood how to safeguard the people they supported.

Systems were in place to make sure managers and staff learned from events such as accidents and incidents. This reduced the risks to people and helped the service to continually improve.

Is the service effective?

People's health and care needs were assessed with them, and they were involved in developing their plans of care if they wanted to. People told us their care plan reflected their current needs.

Is the service caring?

People described the staff as "extremely caring and experienced and know me very well. Staff are very polite and cheerful." Another person said "I have regular carers which is important to me, they enable me to get out and about and visit interesting places.' One relative said 'Having regular, reliable staff is imperative. They are flexible to meet X's needs and having them support X to do whatever they want means I am assured he is being well looked after whilst I'm then able to go out and do what I enjoy.'

Is the service responsive?

People's needs were reviewed regularly and in response to any changing needs. We saw information in people's records which indicated they had been consulted over the care they received. People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. This meant that information about people's preferences was gathered and used to plan care to meet their specific needs.

People were supported to maintain interests and hobbies that were important to them.

Is the service well-led?

People using the service had regular opportunities in a variety of formats to have their say about the service. For example; during each visit with the member of care staff and frequently during spot checks by a member of the management team. Everyone we spoke with said the communication between them and staff was effective.

Regular audits were completed and we saw any shortfalls had been addressed promptly. This meant the quality of the service was continuingly monitored and being improved.

Staff told us they were clear about their roles and responsibilities. Staff had a good understanding of the ethos of the agency. This helped to ensure people received a good quality of service at all times. All of the staff told us they would report poor practice if they witnessed it.

One person told us 'there is consistency in the staff which is very important to me. The staff ensure I have plenty of opportunities to express my views regarding the support my relative receives.'

Another person told us they always had staff support when they needed it.

People we asked told us they felt safe when they were alone with the staff and they were confident to approach staff with any concern or problem they wanted to talk about.

Everyone we spoke with was confident that if they had any concerns, they would speak to any of the staff and it would be dealt with promptly and effectively.