Archived: Creative Support - Stokoe Avenue

Is the service caring?

Is the service responsive?

Is the service safe?

Is the service effective?

Is the service well led?

During the inspection we spoke with staff and observed how staff supported people who did not communicate verbally. Due to the complex needs of some of the people living at Stokoe Avenue it was difficult for us to ascertain people's opinions on the service they received as they were unable to tell us verbally what they thought or felt. Although the people we spoke with found it difficult to fully express what they were trying to say, they looked happy and comfortable in their surroundings. We also spoke with the registered manager and looked at records. Below is a summary of what we found.

Is the service caring?

The people we observed seemed happy with the care and support provided by the staff at Stokoe Avenue. They appeared clean and tidy and looked relaxed and content.

Staff spoken with were all positive regarding the care being delivered. We were told; "I understand people may not be able to tell us what they want but through knowing them and looking for cues in their body language and facial expressions we know exactly what they want or need", "I love it here". This showed us staff were empathic and understood the different ways people communicated and were working in a person centred way. Records we looked at focused on the person needing support and all staff were involved in care planning.

People living in the home were provided with stimulating and interesting activities each day, and care and support was in line with good practice guidelines to promote their self-esteem and sense of well being. This enabled people to maintain meaningful occupation and relationships and also participate in the home's activities of daily living to promote their independence.

We saw feedback from relatives which confirmed they were happy with the care and support provided. One person said; 'my (family member) is well cared for and is happier and more engaged'.

Is the service safe?

Care plans and our observation of staff provided evidence of good practice in applying the least restrictive options to promote each person's autonomy. We saw people were treated with respect and dignity by the staff.

We saw the service had systems in place to identify and respond to allegations of abuse. We checked staff we spoke with were knowledgeable about these systems and aware of the actions to take if they had concerns for a person's safety. Systems were in place to make sure that the service sought people's feedback and that risks were identified and managed.

Is the service responsive?

The service had systems in place to ensure people were regularly consulted about their views and ideas on how the service should be run. This was done by means of regular discussion with people and individual meetings. We saw minutes of meetings which had been held with people using the service where all aspects of the home were discussed.

We saw quality assurance systems were in place and if improvements were identified, these were actioned as appropriate and staff were informed of any changes required.

People living in the home had their needs assessed and their care plans told us how staff would provide care and support to meet their needs. Care plans also contained each person's choices and preferences for how their needs should be met.

Is the service effective?

People living at Stokoe Avenue received person centred care. This meant staff understood and respected each person as an individual and provided their care and support in line with their own choices and preferences.

We saw care records included assessments of individual needs and risks. The care plan had been developed to meet those assessed needs. The assessments and care plans were reviewed on an annual basis, or earlier if required. All staff were involved in care planning which meant they knew and understood the care needs of the people they were supporting. We saw where there had been a change to a person's health need the manager had responded appropriately by updating the care plan. This meant staff had access to up to date essential information which would enable them to support people effectively.

Is the service well led?

We found the home to be well organised and there was a calm relaxed feel throughout. Information we needed was easily accessible, well presented and up to date.

When we spoke with staff they spoke highly of the support they received from the manager and the senior staff. They told us they received regular supervision and training. They also told us they had regular staff meetings and if they had any problem they would go straight to the manager who was friendly, supportive and approachable.

The manager had a "hands on" approach within the house which meant they maintained good relationships with people using the service, their families and the staff team. Staff had a good understanding of the ethos of the home and quality assurance processes were in place. This helped to ensure that people received a good quality service at all times.

We found the manager was responsive to feedback during the inspection and was willing to look at ways things could improve further, if needed.