28 September 2011
During an inspection in response to concerns
We reviewed all the information we hold about this provider and invited a Care Quality Commission pharmacist to accompany us on our visit. Our pharmacist looked specifically at the Outcome 9 (Management of medicines) and there findings are included in the main body of this report under that heading.
On balance the people who use the service told us they were happy living at Newlands Cottages. Typical comments, included: 'I am happy here. Glad I moved in', 'There's nothing wrong with the place', and 'I like living at Newlands'.
Throughout the course of our visit we observed staff interacting with the people who use the service in a very respectful, kind and courteous manner. Service users always looked relaxed and comfortable with staff. All the staff we met demonstrated a good understanding of the needs of the people they supported and were good at taking their views into account. Typical comments we received from the people who use the service about staff, included: 'I like most of the staff here' and 'My key-worker is nice'.
It was evident from the feedback we received from the people who use the service and the practices we observed that staff who work there respect peoples rights to make informed choices and encourage them to do as much for themselves as they are willing and able too. Comments made by the people who use the service can be summarised as follows: 'staff are good here. They listen to me', 'Sometimes staff help me to buy my food, to cook my meals, and wash my clothes', 'I go to college on the bus by myself', 'I look after my own money', 'The manager gave me a key for my bedroom', and 'staff ask us where we want to go on holiday'. During our visit we observed staff actively encouraging the people who use the service to make their own hot drinks and to choose what clothes they should take with them on a holiday.
We also received a lot of positive feedback from the people who use the service about all the opportunities they had to pursue their social interests and go on holiday. Typical comments, included: 'I can go to the local pub when I want', 'I am always going out', 'There's usually something to do, but I sometimes get bored', and 'Best thing about living here is going on holidays with staff'.
People who use the service were complimentary about the food they ate at Newlands Cottages. Typical comments, included; 'I like the food here', 'I sometimes have food in the pub next door, which I like', 'my favourite food is fish and chips, which staff help us make', and 'I always buy baked beans and leave them in my cupboard so I can have them when I want'.
All the people we met who use the service told us they felt safe living at Newlands Cottages.
The feedback we received from people about the physical environment of their home was on the whole very positive. Typical comments, included: 'My bedroom is nice', 'I chose the colour my bedroom was painted', 'best thing about living here is having a big television in my room', 'we could do with some more pictures on the walls here, but I think the place looks all right', 'I am glad I moved in. My bedroom is bigger and I have got more shelves to put my things on'.
These very old labourer's cottages are decorated and furnished to a reasonable standard and overall it feels like a comfortable and homely place to live.
People we spoke with told us their home was always kept clean.