Prior to our inspection we reviewed all the information we had received from the provider. We spoke with two people who used the service, and five relatives or friends for their views and experiences about the service. We also spoke with a visiting district nurse and a visiting optician. We spoke with two members of staff, the registered manager and general manager. We looked at some of the records held in the service, including the care files for four people who used the service. We also used observation to understand people's experience, as some people had communication needs and were unable to tell us their views and experiences.
We considered all the evidence we had gathered under the outcomes we inspected. We used the information to answer the five questions we always ask. This is a summary of what we found.
Is the service safe?
People told us they felt safe and well cared for. Comments included, 'I feel safe and well cared for.' And, 'I love living here, the other ladies I live with are nice, staff look after us very well, you can ask for anything.'
Relative and friends told us they were happy with the service provided. Comments included, 'It's a marvellous service, I have no concerns, people are well looked after.'
The provider completed a pre-assessment before people moved in to the service to make sure people's assessed needs could be met. Review systems were in place to ensure care plans and risk assessments were up to date and kept people safe.
Equipment was regularly serviced to ensure it was in safe working order.
We found some concerns with the staffing levels during a part of the day and night. The provider had assessed that some people had needs that required two members of staff to support them. There was not enough staff available to meet people's needs over a 24 hour period.
Is the service effective?
People told us they felt cared for appropriately. We saw examples where people had been unwell and the provider arranged for health care professionals to visit, such as the doctor or district nurse.
We saw the provider supported people to attend outpatient appointments or arranged for health professionals to visit people within the home such as an optician.
The provider had systems in place that demonstrated they co-operated with other health and social care professionals. This meant people received a person centred and coordinated approach to their health, safety and welfare needs.
We saw the provider used assisted technology as an additional method to support some people who were at risk of falls.
Is the service responsive?
We saw the provider had a complaints policy that was accessible for people and visitors. This enabled people to know their rights and how to make a complaint if they wished to do so.
The provider had developed positive contacts and links with people's primary and secondary medical services. People could be assured their health care needs were monitored and responded to appropriately.
Is the service caring?
People who used the service, relatives and friends spoke highly of the service. Comments included, 'I visited many homes before deciding on this one, the others didn't live up to my expectation.' And, 'I like the ethos of the home. It's very caring, communication is good and I feel involved in discussions and decisions.'
We observed staff to support people in a caring and sensitive manner. People looked relaxed and comfortable in the presence of staff.
Is the service well-led?
The provider had quality assurance systems in place. People who used the service and visitors had opportunities to share their views and wishes.
Care plans and risk assessments were reviewed at regular times to monitor people's needs.