One inspector carried out this inspection. During the inspection, we spoke with four people, two relatives, the manager, operational manager and three staff. We looked at four sets of care records and twenty staff files. We also observed care practices within all areas of the home.The service had a registered manager in post. The management of the home was good and we saw strong leadership and a positive environment for people and staff. Staff spoke highly of their manager and the support which they received.
Records showed that CQC had been notified, as required by law, of all the incidents in the home that could affect the health safety and welfare of people.
We set out to answer our five questions; is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?
The summary is based on our observations during the inspection, speaking with people using the service, and the staff supporting them and from looking at records
If you want to see the evidence that supports our summary please read the full report.
Is the service safe?
During our inspection we saw that people were treated with dignity and respect at all times by staff. All people we spoke with confirmed that they felt safe living at the home. People told us that they were happy living at the home.
Staff were able to describe the action they took to keep people safe. Staff were able to identify signs of abuse and the action which they needed to take if they suspected abuse had taken place.
We saw that the home was clean and well-maintained. All the people we spoke to told us this was always the case. We found that there was enough personal protective equipment at the home. Good procedures were in place to maintain and monitor infection prevention and control measures within the home.
We inspected the staff rotas which showed that there were sufficient staff on duty to meet people's needs throughout the day. All staff and relatives we spoke with confirmed this to be the case. Good procedures were in place to manage staff sickness and annual leave.
During our inspection we found that staff were able to respond to people quickly. People received a consistent and safe level of support from the staff team.
We found gaps in the recording of information in people's records, in audits and in kitchen cleaning schedules and safety checks. We found some records were unavailable during the inspection. Records did not contain all the information required by the Health and Social Care Act. This meant the provider could not demonstrate that people were protected from the risks of unsafe or inappropriate care because records were incomplete. A compliance action has been set in relation to this and the provider must tell us how they plan to improve.
CQC monitors the operation of the Deprivation of Liberty Safeguards which applies to care homes. Policies and procedures were in place. Some staff had been trained to understand where an application should be made, and how to submit one.
Is the service effective?
People living at the home had personalised care plans in place which were reviewed. Assessments specific to people were also in place. We found that people's records provided significant detail about people's daily routines, needs and preferences. We found that staff were very knowledgeable about people's individual needs.
We could see that a range of health professionals were involved in people's care as needed. Staff told us that they supported people to attend appointments when needed.
People and relatives we spoke with told us that they were happy with the care that had been delivered. We found that staff knew people well and were responsive when their needs changed.
Is the service caring?
People living at the home received personalised care from staff. Throughout our inspection staff were responsive to people and acted quickly when needed. Staff showed patience when delivering care and prompted people with tasks, such as cleaning their flats to help to maintain their independence.
We saw that care met people's needs, wishes and preferences and was reflective of the care detailed in people's care records. Staff sought people's permission before care was given. People were given choice throughout the day, such as meal choices and activities.
Is the service responsive?
Each person at the home had individual activity schedules which detailed activities both at the home and out in the community. The home had two sensory rooms for people to use. We saw that people were regularly involved in a range of activities throughout the day.
During our inspection we saw that people were encouraged to spend time outside to enjoy the warm weather. We found that there was sufficient stimulation and equipment outside to keep people entertained. Staff stayed outside with people to ensure that they remained safe.
Is the service well-led?
People living at the home had the support of health and care professionals when needed. We found that regular reviews were carried out and detailed the professionals involved.
Staff and the manager told us that they felt well supported by each other. Many of the staff employed at the home had been in post for over five years. All staff were clear about their roles and responsibilities.
We found that appraisals, supervision, staff meetings and some training were not up to date for all staff working at the home. This meant that not all staff were supported to deliver care safely. A compliance action has been set in relation to this and the provider must tell us how they plan to improve.
The home had a system in place to assure the quality of service they provided. Audits and risk assessments were in place. Although the provider had not carried out regular visits to the home, we found that the new operation manager was taking action to address this. Information from the analysis of accidents and incidents had been used to identify changes and improvements to minimise the risk of them happening again.
Feedback was obtained via meetings for people who used the service and from surveys given to staff, people and their relatives. A small number of complaints had been made which had been responded to appropriately.
What people said
People who were able to express their views told us they were satisfied with the care and support they received. People told us, this is the 'Best home I have lived in. I absolutely love it here,' 'I like it here. I am happy' and 'I love it here.' A relative told us, 'I am very happy with the care my relative gets.'
Staff we spoke to throughout our inspection spoke positively about working at the home. Staff told us, 'We work well together as a team,' 'We try to provide lots of activities for people' and 'We involve all staff.'