A single inspector carried out this inspection. The focus of the inspection was to answer five key questions;' Is the service safe?
' Is the service effective?
' Is the service caring?
' Is the service responsive?
' Is the service well led?
Below is a summary of what we found. The summary describes what people using the service, their relatives and the staff told us, what we observed and the records we looked at.
If you want to see the evidence that supports our summary please read the full report.
Is the service safe?
We spoke with three people using the service, and they each told us they were happy living there and with the support they received from staff. One told us "I have a key worker with whom I can talk to, she knows me well." They added "It feels like home here and really couldn't be any nicer."
People we spoke with confirmed that they felt safe and supported by staff. They had no concerns about the ability of staff to respond to any of their concerns should they arise. We observed a relaxed atmosphere, where people were happy in their surroundings and with staff supporting them.
One relative told us "I have no concerns but if this was not the case, I would feel confident that the matter would be dealt with promptly."
The Care Quality Commission is required by law to monitor the operation of the Deprivation of Liberty Safeguards which applies to care homes. The Deprivation of Liberty Safeguards is in place to protect people's human rights. The manager said they had not needed to submit a Deprivation of Liberty Safeguards application to-date. However, the manager was aware when an application should be made and knew where to go if an application was required.
Is the service effective?
People were encouraged to remain independent. Care plans identified what people were able to do for themselves, rather than only focusing on what a person could not do. For example, care plans had details such as 'The person is able to make daily life choices.' The plans then listed the things the person could do for themselves, such as picking out their own clothes and attending to their own personal care.
One person told us "When I first met with the manager I discussed what my needs were and we spoke about how I would fit into the home. I'm more comfortable here and have made friends."
People told us that they felt respected and involved in the planning of their care right from the start. One person said "I am happy here, they support me with my independence." Another said "I'm very happy here, it suits me down to the ground."
Is the service caring?
People were treated with dignity and respect. We saw that staff were courteous when interacting with people. Staff called people by their preferred names and these had been recorded in care plans. We saw that people were able to return to their rooms during the day if they choose to, and were able to get up later in the day if they so wished.
One person told us "They are all very kind and couldn't do any more for me. I have my own room, with my belongings this is my home and I'm very well cared for." They added that staff are also welcoming to friends and families visiting the home. "I go out once a week with friends and they are happy for me to have a later lunch if needed."
One relative told us "It was only by chance that the home had a vacancy at the right time for our family member. It's the only good thing that has come out of all our difficulties is to have them here. It's such a relief to see them happy and well cared for."
Is the service responsive?
Relatives told us that they had visited the service before their family member had come to stay. They were shown around and were able to ask questions and given information about the care and choices that were available.
We spoke with three people who lived in the home. They told us they were able to make their own daily living choices such as meal choices and activities. One person told us "I can do exactly what I wish to do each day and at meal times just have what I fancy."
Close links were evident with other professionals such as a GP, hospital and dentist. It was evident that the home regularly sought the support of relevant professional advice. This showed that staff were given information to enable them to provide care that met people's specific needs. We saw that daily care notes had been recorded. These showed that care was provided as had been detailed in the plan. From our observations care and attention had been given to people's hygiene and dress needs.
People who used the service and their representatives were annually asked for their views about their care and treatment and they were acted on. We saw that people had completed the survey and positive comments had been made. This meant that people who used the service had an opportunity to have their say.
Is the service well led?
Both Registered Managers we met with demonstrated a good awareness of the needs of the people that lived in the home and looked at good practice guidance in order to improve care provided. We saw that home sought professional advice when needed and this was in the best interests of the people who lived in the home. Decisions about care and treatment were made by staff at an appropriate level.
One relative added "We continue to feel fortunate that our family member was able to find a home at Carl Court, every effort is made to provide a safe, warm environment of a very high standard and is a credit to both the management and staff."
The manager operated an 'open door' policy which meant staff, residents and visitors were welcome to talk with them at anytime. They were frequently within the home and often worked alongside staff. During our visit we observed the care manager working closely supporting staff and people. People told us how highly the staff and residents rate the care given by the management. "They are wonderful people, who go out of their way to make this a special home."
The manager was knowledgeable about all the people in their care, and spoke warmly and sincerely about the people using the service. We observed interactions with people were patient and respectful. There was a relaxed and friendly atmosphere in the service that people responded favourably to.
One staff member added "The manager always listens to what we say, to put forward ideas to the benefit of the residents."