We used the information we had gathered to answer the five questions we always ask: Is the service safe? Is the service effective? Is the service caring? Is the service responsive? Is the service well-led?
We had received information of concerns about various aspects of care and support for people who used the service. We carried out a responsive inspection to find out whether people were receiving safe and appropriate care.
This is a summary of what we found:
Is the service safe?
The people we spoke with said that they were well looked after and cared for. People had their needs assessed and were met appropriately. One person said 'Staff are very good. I get good care and I feel safe here.' A relative said 'Generally speaking the care is really good, staff are good too. I have no complaints.'
People were protected against the risk of abuse and staff had received training in safeguarding people who used the service. The staff were aware of their responsibilities to report any allegation of abuse.
We noted that the general environment within the home was clean, fresh, bright and odour free.
There were systems in place for safe management and administration of medicines. This meant that people received their medicines regularly and on time.
Staff had received relevant training to complement the work they did. People received care from staff who were knowledgeable and competent in their roles.
Information about people who used the service had been maintained so that they were protected against the risk of unsafe or inappropriate care and support. Confidential records were kept safely and securely and retained for the required length of time.
The Care Quality Commission (CQC) monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care homes. 36 applications had been submitted under this system. We saw evidence that staff had received training in Mental Capacity Act and DoLS and there were appropriate policies in place.
Is the service effective?
People received care and support that met their needs. People and their relatives were involved in the decision making process about their care. Regular care plan reviews had taken place to ensure that people and their relatives were aware of the changes in their health and wellbeing. Where appropriate the support and advice of other health care professionals had been sought to ensure that people's health care needs were met.
People using the service were protected from the risks of inadequate nutrition and dehydration. A choice of suitable nutritious food and drink and a well-balanced diet was provided for people to meet their needs.
Staff were aware of people's needs and had received training to ensure that people received care and support appropriate to their needs. The staff members we spoke with said that they reported any unusual behaviour or condition of people so that appropriate help and advice was sought.
Is the service caring?
People told us that they were well looked after and cared for. One person said 'Staff are very good. I get good care and I feel safe here.' A relative said, 'Mum's been here for three years, more than happy with the care mum receives. Staff are really friendly, the place is always clean. I am involved with the care plan. They've not only looked after my mum, they have looked after me.'
Is the service responsive?
The care plans we looked at showed that people's needs had been assessed and met appropriately. People had been involved in the decisions about their care and any changes in their care needs had been discussed with them.
We saw that the home had a complaints procedure in place and there was evidence of complaints that had been dealt with in line with the home's policy. One person who used the service told us about a complaint they had made and that they were happy about the outcome. We checked the complaints log which confirmed that the complaint had been entered and dealt with according to what the complainant had told us.
Is the service well-led?
People's care and support had been planned and delivered in accordance with their identified needs. The provider had carried out an annual questionnaire survey of people who used the service, their relatives and other stake holders. The feedback from the surveys had been positive with some 'not so positive comments'. An action plan had been put in place to address the 'not so positive comments.' We noted from the action plan that the issues raised had been addressed. People told us that their views were listened to and acted on.